Operations Supervisor - CS Call Center

Job Description

• Communication Channel with CS team by sharing any updates from Retail Dep.
• Coaching Customer Service Team to improve their performance and enhance quality delivered to our customers.
• Supporting the team with any obstacles they might face or any concerns related to Hotline, Survey complaints & Tire Claims. “To coordinate with Senior which Areas to support to be properly organized”
• PIC for Follow Ups sheet “to enter all data on daily basis of Hotline & Facebook inspections & Complaints” as well as checking with each Rep the level of satisfaction.
• Check with Quality Assurance Supervisor their notes on CSR’ Hotline assurance , Survey assurance , Case Review & Weekly Evaluation and add input to make a final analysis to share it with Team Leader Every 2 Rounds.
• Responsible to train the new comers and to pay full attention the new comer while handling Hotline or Survey calls, transfers, reservations…..
• Typing and reporting all the customers comments in the daily report + Following up negative comments and find a solution with Area Supervisors’ assistance + Typing and reporting the follow up with the customers and update the reports

Job Requirements

• At least two-year relevant experience in a senior position
• Comfortable using computers.
• Fluency in English is a MUST