Call Center Supervisor -

Job Description

Over all Job Scope

• Ensuring a better level of customer service through the call center, Ensuring daily knowledge of all product updates,Application of quality standards in responding to all customer ,complaints and inquiries, social media channels.

Responsibilities

• Managing a team of call center employees.
• Manage the call center team by roaming. Be visible to answer questions.
• Receiving critical calls that the call center staff cannot answer or deal with.
• Monitor queue and track incoming calls.
• Ensure that all incoming calls are correctly recorded on the Isabel customer database.
• Motivating and encouraging customers through positive communication and feedback
• Follow up on customers' daily complaints and inquiries on social media.
• Follow up on the daily update of the product database and ensure that all employees are aware of it.
• Reviewing and evaluating a random sample of daily calls to call center employees, ensuring the implementation of quality standards, monitoring deviations and violations, and dealing with them.
• Training and motivating team members and creating a positive and stimulating work environment to ensure that the goals are achieved with the required quality and not obstruct the workflow.
• Ensure that complaints or customer inquiries have been responded to and resolved from the first call.
• Prepare a detailed report on the team’s performance periodically

Job Requirements

• Appropriate high qualifications.
• From 2 to 3 years with the same job
• Microsoft Office Training / Certificates Course - in Social Media Management.
• Tact and good behavior.
• A guide person.
• Emotional constancy.
• Good communication
• Leadership
• Problem Solving
• Customer focus
• Knowledge of customer patterns.