Supervisor Operations

2 weeks ago


مصر, Egypt Talabat Full time

Role Summary
- What’s On Your Plate?- Support Team Leaders in day-to-day operations to secure complete orders and achieve team members' operations targets.-
- Improve customer experiences and customer satisfaction by assisting team leaders with all required tools and skills for order inquiries, transactions, and complaints resolution.-
- Conduct daily, weekly, and monthly coaching sessions for Team Leaders to identify improvement areas and chart action plan with rigorous follow-up.-
- Review and analyze team leaders’ performance trends consistently and frequently.-
- Communicate performance results and goals to Team Leaders.-
- Provide feedback and training recommendations.-
- Manage turnover to ensure enough agents are available to meet staffing-
- Manage, review, and analyze service-level performance.-
- Review productivity reports and take corrective action for any team deviation.-
- Support day-to-day work processes in the contact center.-
- Lease and coordinate with the operations support team to ensure a smooth and dynamic operations platform.-
- Leading special projects within the call center to enhance and improve operations dynamics.-
- Collaborate with internal stakeholders in order to provide support in managing offers and campaigns to ensure the timely completion of tasks.-
- Attend daily, weekly, and monthly business review meetings-
- Attend monthly business review meetings with shared services to align business goals.-
- Review and analyze team performance reports and take corrective action.- What Did We Order?- 3-5 years of full-time professional experience in the call center is a must.-
- 3 years of experience as a Team Leader is a must.-
- The capability of using Microsoft Office products.-
- Advanced English (written and spoken)-
- Project management knowledge.-
- Time Management Skills.-
- Analytical and Problem-Solving Skills.-
- Communication Skills (Written and Verbal).-
- Strong leadership skills-
- Customer Service Skills, Organizing Skills.-
- A Bachelor's degree is a must.-
- flexibility is required.



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