Contact Centre Supervisor (Arabic Speaker)

Contact Centre Supervisor (Arabic Speaker) - Subject to Contract Award
Make a difference every day

The Job Opportunity
Since ‎1947, Serco Middle East has been supporting governments to deliver
public services across various sectors (Transport, Healthcare, Citizen
Services and Defence), enabling transformation and ensuring the delivery of
world class services. We are extremely proud of our partnerships with
government and semi-government entities and what we continue to achieve
together.

To support Serco’s continuous delivery of world class services, our team is
looking for a Contact Centre Supervisor who will supervise, develop and lead a
team of Contact Centre team leaders and agents, to achieve and exceed
customer, client, department, and company objectives.

Required to provide on-going performance monitoring and implement strategies
for addressing Customer Service performance issues. Additionally, to help in
implementing and reviewing the procedures and policies of the department. The
end goal is to serve the customers well by delivering a high standard,
efficient customer service and to represent the organization in the possible
best way.

In the Middle East, we employ more than ‎5,500 people across four countries
including the United Arab Emirates, the Kingdom of Saudi Arabia, Qatar and
Iraq. Our employees remain our greatest asset.

This role is subject to contract award.

Key accountabilities Ensure efficient and continuous services are available to
the client sites ‎24/‎7. Ensure that Key Performance Indicators (KPIs) as per
Service Level Agreements (SLAs) of each project set up in the Computerised
Aided Facilities Management (CAFM) system are not breached Implement site
specific customer relations service delivery systems Resolve escalated and
complex customer issues escalate / notify the manager when required Utilizing
the CAFM system and/or a Case Management system to maximize efficiency
Supervise the Contact Centre Operators and receive calls and log information
accurately. Design the roster to ensure the team cover the workload required
‎24/‎7.

What we are looking for in our candidates Good communication and interpersonal
skills at an individual and team level Excellent Phone Manner Excellent
Customer Handling skills Excellent Email Handling Skills Excellent data entry
skills Well-developed customer service skills Ability to work in an individual
and team environment Sound analytical skills Able to work alone with minimal
supervision, or as part of a team.

Specific requirements Minimum ‎5 years in in similar role and ‎2 years minimum
in a supervisory/similar role Domain knowledge is a preference Good Technical
skills (MS office – Power point, Excel & Word) ‎2 years’ experience in
preparing performance reports ‎1 year Crystal reporting experience is essential
English spoken and written is essential Arabic is preferred but not essential
Knowledge of the property and facility management Technical knowledge of
building services operations Have understanding in the principles of Quality
Assurance and working procedures Have an understanding and experience of using
computerised logging systems Ideally experience in use of CAFM system Degree
holder in business administration or related discipline.

Working with Serco
At Serco, not only is the nature of the work we do important, everyone has an
important role to play.
https://www.serco.com/me

We are a team of ‎50,000 people responsible for delivering essential public
services around the world in areas including defence, transport, justice,
immigration, healthcare and citizen services. We are innovators, committed to
redesigning and improving public services for the benefit of everyone.

Join Us

By joining Serco you will have unlimited access to our Global Employee
Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), and
SercoUnlimited (Disability). Serco Employee Networks, led by colleagues who
are passionate about diversity, inclusion and belonging.

We take pride in what we do