Call Center Supervisor - Inbound Team

Job description / Role

• Call Center Supervisor (Inbound Team)
• Trilingual: Arabic, English and French
• Location Sharjah
• Gender : Male
• Preferred background experience from Telecom, Airlines or Public Transport Sectors. Candidates can apply from anywhere especially from Morocco, Tunisia and Algeria.
• Willing to work night shifts and flexible
• Salary : AED7000
• Reports to: Head, GSC MENA

Duties Performed

• Manage, supervise and plans functions of the Inbound Team.
• Oversees and directs the day-to-day activities of all agents.
• Acts as a source of information and answers agents’ questions, assigns tasks, follows up and gives instructions as necessary.
• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
• Call monitoring against defined criteria for quality & efficiency – in order to maximize revenue & customer experience. This role also includes the delivery of feedback to Agents and associated coaching to address performance gaps.
• Using problem solving skills to handle difficult or irate clients - and to resolve conflicts. This role also includes being the decision maker when Agents find themselves in doubt.
• Providing guidance to Agents - including the communication & reinforcement of company policies, rules & procedures.
• Reviews and audit all call reports.
• Focus on Agent Engagement and Retention
• Develop schedules with agents each month to ensure operation objectives are covered.
• Schedule residual training, departmental meetings, sales training, and computer training.
• Promoting exist and newly launched products, incentive promos and company events.
• Keeps equipment operational by following established procedures; reporting malfunctions.
• Prepares and directs scheduling, monitors agents’ attendance, schedules shifts & breaks as necessary.
• Checking and liaising with Logistic in Kuala Lumpur, UAE and Hong Kong for customer’s product status and product pick up request.
• Checking and liaising with Finance in Hong Kong for any commission concerns;
• Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.
• Managing staffing levels to balance workflow and meet demand – addressing time & attendance issues to ensure schedule adherence – and maintaining administrative details of employment: appraisals & disciplinary actions.
• Undertake customer surveys, consultation, exit surveys and elicit feedback to services and work closely with GSC Head, MENA to improve and achieve high customer satisfaction and service level.
• Coordinate and work on ad hoc project

Requirements

Qualifications:

• Educational or Experiential Requirements for the Job
• University Graduate
• Multilingual
• 3-5 years experiences in Call Centre and Direct selling/MLM companies is preferable
• Minimum 2 years experiences as Team Leader
• Willing to work shifting

About the Company

italent has been around since 2012, when we saw that businesses needed better talent solutions for their employment requirements. By focusing our efforts on quality products and services that are simple-to-use and innovative, our team brings you the best results without any unexpected additional costs and unnecessary complications. Simply put, we love helping businesses find and keep the right people.