Call Centre Supervisor

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Job Description

About the Role

The job is to lead and guide a team of Customer Care Associates to provide continuous, high quality customer service and Delight. The job is to manage all complex and escalated cases, manage queue allocations and daily operation activity.

Customer interaction is across multiple platforms and will have to ensure team consistently meet the customer care and operational KPIs. The call centre is a 24×7 operation and flexibility and full coverage is required especially during peak trading periods.

What You’ll Be Doing

Strategic Roles & Responsibilities

·         Measures team performance to meet Service Level Agreements and targets are achieved on all KPIs

·         Drive tangible revenue through sales achieved by the team, and intangible revenue through retention and satisfaction achieved through service

Functional Roles & Responsibilities

·         Strong customer focus and willingness to promote and lead service excellence within the team

·        Organise daily team tasks based on business priorities and Service Level Agreements. Maintains and monitors call and email inflow, social, live chat, WhatsApp, NPS, Amber and Youfirst

·        Aim of a first time resolution on all queries ensuring the best Customer Care experience is given. Manage escalated and complex customer cases to ensure resolved with customer satisfaction.

·         Lead and motivate the team on a daily basis to respond to all contacts inline with company values and culture

·         Ensures the team accurately classifies all activities in the contact management system and assists the Assistant Manager with the weekly report

·         Monitor and manage the customer care advisor’s performance in a timely manner to ensure team productivity levels meet the business needs

·         Proactively identifying issues and be able to develop and action solutions swiftly

People Management Roles and Responsibilities

·         Provide guidance and coaching on a regular basis with one to one conversations

·         Performance manage through regular coaching and annual performance review

·         Provide positive reinforcement environment

·         Constructive approach to giving feedback and ideas to improve the customer experience

About You

Education/Certification and Continued Education

·         Secondary School education

Years of Experience

·         2-3 years in a customer focused environment leading others

Knowledge and Skills

·         Proven managing others experience ideally in a call centre environment

·         Demonstrable experience of managing multiple workflows to a set of targeted KPI’s

·         Strong customer focus and willingness to promote service excellence within the team

·         Used to working in a high volume, fast paced, ever changing environment

·         Self-motivated, flexible and able to adapt to changing circumstances

·         System knowledge – Magento and Salesforce an advantage

Garhoud, Dubai - UAE, Dubai, United Arab Emirates