The Riyadh based company is in the process of establishing a contact center for its internal and external customers. We are looking for a Call Center Supervisor, who is a true professional, having the experienced and skills to lead a team to achieve daily targets. Must be a leader, motivator, and willing to provide guidance and training to the staff where needed.
NEEDED EXPERIENCE:
• Must have atleast five (5) years of proven Call Center experience in leading a team, setting up daily targets, and closing the “sale” where necessary.
• Must be responsible for setting up targets as well as planning areas of improvement. Supervisor will ensure that all calls are answered by staff within the agreed time and in an appropriate manner, following the industry standards and service levels.
• Preparing monthly Staff schedule and managing daily attendance accordingly. Sending daily attendance to HO daily.
• Generating daily reports for the Client related to different campaigns,
• Provide training, coaching, counseling, and disciplining employees as and when needed. Prepare basic Training related to all the different campaigns running within the Call Center.
• Carry out call performance/evaluation reviews and improve customer-service standards.
• Implement SOP and Code of Conduct, provided by the Company.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Playing a Leadership role.
QUALIFICATION and SKILLS:
• Graduation or equivalent from a renowned University
• Must have in depth knowledge of using CRM and other call center Technology.
• Good English and Arabic communication skills.
• IT Literate
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