Job closed
Ref: RP174-230
Job description / Role
Our client, a service provider company is currently looking for a Call Centre Supervisor to organize, manage and direct the staff of the helpdesk team.
Job Responsibilities:
• To ensure that sufficient and competent staff are available 24/7 through long term and short term roasting including.
• Prepare back up plans for unplanned absence.
• Supervising the Service Desk Officers ensuring that they carry out their defined duties.
• Provides product/service information by answering questions; offering assistance.
• Maintains call center database by entering and verifying information; updating contact log.
• Improves quality results b y recommending changes.
• Keeps equipment operational by following established procedures; reporting malfunctions.
• Updates job knowledge by participating in educational opportunities.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Guide and motivate Call Centre team members in achieving their roles and responsibilities.
• Participate in the appointment of new employees and manage their induction, deployment, performance management and on-going development.
• Demonstrate work load planning, estimating and prioritisation to the team.
• Create Development plans for the team members and measure training needs and requirements.
• The supervisor has to Make sure that team members adhere to defined policies and procedures
• Good experience and knowledge in Easy system and Concept Evolution.
• Recognize process improvement opportunities and support continuous improvement initiatives.
• Manage and execute ad hoc reporting requirements
• Objective Setting and performance management knowledge and experience.
• Manage and report against defined service levels.
Requirements
• Diploma Degree or Higher.
• Candidate must be a UAE National
• Minimum of 05 years total experience, 02 years in supervisory or managerial level.
• Decision making abilities.
• Strong analytical skills.
• Bilingual candidates are preferred.
• Strong language skills.
• Flexibility and problem solving skills.
• Superior customer service skills.
• Strong interpersonal skills.
• Adaptable to change.
• Ability to work in a fast pace, high pressure work environment.
• Self-starter.
• Proficiency in Microsoft Office applications (Word, Excel, etc…)
• Experience in people management and leadership skills.
• Ability to meet deadlines and targets.
About the Company
Black Pearl is a human resources and recruitment agency that provides a holistic business and talent solution in a progressive, dynamic, and efficient way.
We pride ourselves as a unique black pearl and strive to delight our clients with a personalized partnership that helps them propel towards success.
Whether you need to find top talent, your next great job opportunity, or a consulting solution for managing your business, engaging employees, evolving your work culture, planning your people strategy, or resourcing challenges, we can help.