Supervisor Operations

؜ - ؜البياضية ؜ -

Job details

Role Summary
inspire and lead team leaders by example (role model) toward achieving self,
teams, and organization's main goals; efficiency, effectiveness, and revenues
through applying vigorous coaching practice and continuous improvement through
process optimization. Ability to set and meet targets, Ability to deliver work
with a high degree of accuracy and be attentive to details, and Ability to
work with the team and motivate the team.
What's On Your Plate?
* Support Team Leaders in day-to-day operations to secure complete orders and achieve team members' operations targets.
* Improve customer experiences and customer satisfaction by assisting team leaders with all required tools and skills for order inquiries, transactions, and complaints resolution.
* Conduct daily, weekly, and monthly coaching sessions for Team Leaders to identify improvement areas and chart action plan with rigorous follow-up.
* Review and analyze team leaders' performance trends consistently and frequently.
* Communicate performance results and goals to Team Leaders.
* Provide feedback and training recommendations.
* Manage turnover to ensure enough agents are available to meet staffing
* Manage, review, and analyze service-level performance.
* Review productivity reports and take corrective action for any team deviation.
* Support day-to-day work processes in the contact center.
* Lease and coordinate with the operations support team to ensure a smooth and dynamic operations platform.
* Leading special projects within the call center to enhance and improve operations dynamics.
* Collaborate with internal stakeholders in order to provide support in managing offers and campaigns to ensure the timely completion of tasks.
* Attend daily, weekly, and monthly business review meetings
* Attend monthly business review meetings with shared services to align business goals.
* Review and analyze team performance reports and take corrective action.
What Did We Order?
* ‎3-‎5 years of full-time professional experience in the call center is a must.
* ‎3 years of experience as a Team Leader is a must.
* The capability of using Microsoft Office products.
* Advanced English (written and spoken)
* Project management knowledge.
* Time Management Skills.
* Analytical and Problem-Solving Skills.
* Communication Skills (Written and Verbal).
* Strong leadership skills
* Customer Service Skills, Organizing Skills.
* A Bachelor's degree is a must.
* flexibility is required.

Job Summary

  • Advertiser: -
  • Announcement date: 25/11/2023
  • Type of employment: -
  • Experience level: -
  • Educational level: -
  • Job location: البياضية
  • Salary: -
  • Phone number: -

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اللغة: العربيّة