Call Center Supervisor

Job description / Role

Call Center Supervisor - Talent Pool - Al-Futtaim Automotive - UAE

Al-Futtaim is regarded as a pioneer in the Gulf region's Automotive industry and encompasses every aspect of the Automotive business; from passenger to commercial vehicles,after sales, service to used car sales, car rental and leasing.

Al-Futtaim Motors occupies the pre-eminent position of the largest distributor of automotive products in the Emirates, and leads the rapid development of automobile business in the UAE, while continuing to contribute to Toyota's worldwide growth.

Today, Al-Futtaim Motors is synonymous with Toyota and Lexus, which enjoys undisputed leadership in the UAE in terms of the largest number of vehicles on the road. Besides Toyota,AF Motorsalso holds exclusive franchises for some of the world's top automobiles and automotive products like Hino - Japan's leading heavy-duty vehicle manufacturer, Toyo & Chen shin/ Maxxis tyres, GS & Panasonic batteries and many more.

To provide full back-up support to these world-class franchises, AF Motors have an established network of showrooms and service & parts centres throughout the UAE.

The purpose of Call Center Supervisor role is to provide management oversight and leadership for a Customer Service Representative (CSR) team by driving service delivery, process efficiency and employee engagement. The Supervisor will be expected to provide superior client service, superior employee management, and superior account management, along with contributing to the growth of the company while enhancing their own personal and professional skills and meeting targets. We need a trailblazer to creatively and thoughtfully develop and implement procedures, improvements and action plans to ensure optimum customer satisfaction through direction of a motivated and professional staff.

We are currently looking to recruit an experienced Call Centre Supervisor, you will be responsible for providing a high level of customer service by supervising and coordinating a team of Call Centre Agents who are the initial point of contact for all department incoming calls/ bookings and outgoing customer bookings and special offers.

Your main duties and responsibilities will include:
* Managing and directing the daily activities of call center agents.
* Set the standard for providing outstanding customer service initiatives andbest practices.
* Continuously monitor skills, staffing needs and special projects of the call center; apply scheduling changes as necessary.
* Carrying out supervision, call monitoring,coaching, training, disciplining, and reviewing all agents or operators.
* Quickly and tactfully diffuse both customer and personnel escalated issues.
* Think outside the box to implement call center and customer improvements.
* Maintain confidentiality of discreet company and personnel information.
* Guide team members to achieve high performance goals.
* Monitor work load and delegate tasks.
* Prepare and analyze reports, feedback.
* Attending, following up and resolving customer complaints and questions.
* Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job.
* Carrying out performance measurement, monitoring, and evaluation of all agents and operators to improve the efficiency.
* Preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary.
* Practicing and ensuring compliance with that of all the organization's policies and procedures.
* Ensure maintenance of the location as per set standards and enhancement of brand image.
* Build relationship with relevant Authorities at each of the locations and be the first point of contact to represent the business.
* To ensure that all calls are diverted to the correct department and member of staff in an efficient and professional manner.
* To ensure that all bookings are as per the department SOP and a fair distribution is maintained.
* To ensure that the department's pre-defined Targets are achieved.
* To set and achieve daily booking and sales targets per call centre agent
* To compile, monitor and submit the daily sales reports
* To ensure that all staff are trained and equipped in line with job specific requirements and ensure active staff and customer engagement.
* To manage the call centre schedule and holiday requirement to ensure a adequate staffing level at all times
* Strong team player with the ability to work in a fast paced environment
* This position requires high-energy, professionalism, excellent written and verbal communication skills, and motivational skills.
* Deliver a high level of Client support.
* Be a primary escalation point for Associates / Service Provider.
* Maintain calmness under tight pressure.
* High degree of innovation and independence and the ability to work with minimal supervision.

Requirements

* Must have 2years' experience in a leading Automotive/BPO industry handling customer disputes/Grievances and administrative routine.
* Associates Degree or Bachelor's Degree
* 3-5 years Customer Service AND Supervisory experience in a Call Center setting.
* Must be fluent in written and spoken English and Arabic languages. Knowledge of bilingual culture is preferable.
* Proficient skills in Microsoft Office Applications.
* Excellent verbal and written communication skills with the ability to communicate professionally in a clear and concise manner.
* Effective leadership, motivational, organizational and communication skills.
* Flexibility to work overtime as the needs arise.
* Ability to plan well and prioritize work.
* Sharp reasoning and problem solving skills.
* Excellent negotiation skills.
* Approachable and assertive personality.
* Action and goal oriented.
* Hold a valid UAE Driving License

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.