Call Center Supervisor

Job Description

To organize and manage the staff of the call center. He will be responsible for assessing their work and give them feedback to maximize performance.He must have customer service and supervisory experience. The candidate must posses great communication skills and be able to lead and motivate.The goal is to achieve excellent performance from the team that will bring business growth.

Skill Requirements

  • Proven experience as a call center supervisor or similar supervisory position
  • Experience in customer service is essential
  • Strong English and Arabic language skills (written and spoken).
  • Good knowledge of additional languages will be a definite plus

  • Assist in the formulation of targets for individuals and teams
  • Hire and onboard new employees
  • Answer questions from staff and provide guidance and feedback
  • Anticipate escalation and take over calls when needed
  • Measure performance with key metrics such as call abandonment, calls waiting etc.
  • Ensure adherence to policies for attendance, established procedures etc.
  • Keep management informed on issues and problems
  • Assist in preparing Q&As in coordination with the marketing department
  • Prepare monthly/ annual results and performance reports
  • Ensure adherence to the company’s policies and procedures
  • Coordinate closely with the communication department on the campaign plans and tactics and share the information with his team
  • Study well the organization structure and be able to know the departments responsibility and train his team on the calls management process
  • Be able to create call center sales scripts in coordination with the marketing department
  • Analyze callers feedback on all issues and suggest improvement when needed

Job Summary

  • Job Title Call Center Supervisor
  • Location Kuwait
  • Function Marketing
  • Qualification Bachelors
  • Date Posted 01-06-2022
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