Contact Center Supervisor

HR Business Partner @Ibex | People Strategy | Employee Engagement | Talent Management | Performance Management | Employee Counseling Job Purpose :

Oversee activities of his team and hence of Contact Centre in their respective shifts to insure quality performance and smooth operation. Organize and direct the staff of our Contact Centre. Assess team’s work and giving them feedback to maximize performance.

Job Description :

To be able to handle team’s concerns and provide conflict resolution. To address all grievances.

To ensure that highest level of quality customer care is delivered based on pre-defined quality benchmarks.

To speak in an accent that is fully understood and appreciated by the consumer.

To completely understand consumer language and accent and respond to his / her questions in the best possible manner.

To motivate the employees in order to meet all targets and create healthy competitive environment through recognition, guidance and incentive programs.

Team member’s development through additional training and goal setting as identified.

To make sure that the employees are following the schedule properly.

Maintain accurate agent performance stats and reports.

To identify and foresee problems in the existing operations system and come up with solutions and improvements in it.

To improve and facilitate team work and coordination through effective communication within the team.

Proficient in the use of Microsoft Office Suite.

Other related job responsibilities as assigned by Contact Center Manager.

Knowledge of Processes :

Call backs

Escalations Handling

Forwarding

Qualification & Specifications :

Bachelor's Degree

Minimum 2 years of international Call Center / Contact Center experience at supervisory level and team management

Excellent communication to cater international customers

Teamwork, discipline, and time management.

Analytical Skills

Excellent management and leadership skills

Coaching Skills

Ability to work under pressure

Good in Microsoft Office (Excel & Power Point)

Flexible and adaptable

Seniority level Associate

Employment type Full-time

Job function Customer Service

Industries Outsourcing and Offshoring Consulting and Telephone Call Centers

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