Member Care Supervisor

؜ - ؜Kuwait City ؜ -
Advertiser's site

Job details

Reporting to : Member Care Director


Grade: ‎4

Calling all goal-oriented, courteous folks. We 're looking for self-motivated
leaders to coach, lead and guide our Member Care Champions. Apply today!


Objectives
Responsible for the day-to-day leadership of a team of Member Care Champions
to achieve the highest level of customer service possible and ensure
departmental goals are achieved. Able to demonstrate the highest standard of
quality service, commitment, and courtesy in dealing with customers and co-
workers.


Tasks



  • Lead a team, ensuring competence and continuity of Member Care Champions through optimum selection, training and development, appraisal, and motivation techniques.

  • Facilitate teamwork and ensuring the effective day-to-day operations of the call center.

  • Ensure optimum staffing levels; investigate and evaluate staffing models and explore their impact on business objectives.

  • Assist in the hiring process by participating in interviews.

  • Responsible for administrative duties including reporting, time sheets, schedule adherence and the maintenance and enforcing of policies and guidelines.

  • Review daily transactions and give feedback to employees.

  • Conduct monthly/annual CSR review sessions, and coach employees.

  • Conduct team meetings and weekly one-to-one meetings.

  • Monitor random calls to improve quality, minimize errors and track operative performance.

  • Review the performance of staff, identify staff training needs and plan training sessions.

  • Maintain effective training programs.

  • Resolve the most difficult customer complaints and correspondence and authorizing adjustment of customer claims.

  • Interface effectively with other departments to handle customer service issues.

  • Collaborate and network with VMK managerial staff to improve internal/external processes.

    Education

  • Minimum of college diploma required.
    Professional qualification

  • ‎3 - ‎5 years call center customer experience.

  • ‎2 years call center supervisor experience required.
    Other skills

  • Proven ability to lead a team of employees.

  • Experience in team building and employee involvement.

  • Strong team player and leader.

  • Sound knowledge of call center operations.

  • Ability to work flexible hours as required.

  • High level of commitment, initiative, vision, and enthusiasm.

  • Excellent interpersonal and communication skills.

  • Fluent in English and Arabic.

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Job Summary

  • Advertiser: Virgin Mobile Kuwait
  • Announcement date: 29/05/2022
  • Type of employment: -
  • Experience level: -
  • Educational level: -
  • Job location: Kuwait City
  • Salary: -
  • Phone number: -

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