Call Center Supervisor
Cairo, Egypt Call Center Supervisor
About the job Call Center Supervisor
JOB OBJECTIVE
The Call Center Supervisor is responsible for the performance, productivity, and quality of the Call Center Team. Ensures staff understanding and compliance with Company regulations and values. Oversees process improvement and implementation. Responsible for hiring, development and overall performance management of teams.
ENVIRONMENT
Internal: Quality, donor relations, marketing, donor centers.
External: Donors and public
KEY RESPONSIBILITIES
1 - People Management & development
- Establish a work environment that fosters operational excellence.
- Ensure all employees are properly, timely, and efficiently trained in the relevant technical areas.
- Provide regular feedback and coaching for employees.
- Administer regular check-ins and year-end performance reviews & development plans, etc.
- Support and conduct team training.
- Provide daily operational direction and communication to assigned employees driving superior donor service.
- Assist call center associates with call escalations and complaints handling.
- Provides statistical and performance feedback and coaching on a regular basis to each team member.
2- Operations Responsibility:
- Set the call center key performance metrics (e.g. AHT, CSAT, Call Quality, etc.).
- Forecast the call center resources based on expected business growth and ensure planning for the right resources.
- Daily monitoring of the inbound/outbound call queues to ensure an optimal workflow and service experience
- Provides continual evaluation of processes and procedures.
- Provide insights to improve operations, efficiency, and donor service.
- Create, review, and be accountable for system reports and performance metrics.
- Coordinate and collaborate with the donation center staff and donor relations team for the best conversion of leads and retention of regular donors.
-Coordinate to capture all generated leads from different channels in an organized framework.
- Responsible for daily operations of the call center, including real-time management of call center staff through workforce management application, and monitoring of work queues (inbound calls, email requests, outbound calls, etc.).
- Supervise and coordinate the donors complaints process with the different DCs.
- Coordinate with the plasma marketing team for outbound awareness campaigns.
- Manage the hotline for inbound and outbound calls.
3 - Quality & Compliance:
- Ensure that the call center team is operating with high compliance level to companys policies, procedures and regulations.
- Manage audits performed for the related functions and help to resolve any related issues.
*ACADEMIC EXPERIENCE REQUIRED *Bachelor s Degree *PROFESSIONAL EXPERIENCE REQUIRED *Typically requires a minimum of 3 years of related experience in a call center\customer service. Proficient understanding of the interaction between call metrics (AHT, ASA, Call Arrival) and agent metrics (Staffing numbers, AUX, Utilization).
Proficient in using CRM\call center systems. COMPUTING SKILLS
Proficiency in all Microsoft Office applications and CRMs.
PERSONAL SKILLS Strong communication skills.
Strong Interpersonal skills.
Maintain a positive attitude focused on customer satisfaction.
Critical thinking and problem solving.
Analytical.
Time management.
LANGUAGES Written and spoken English and Arabic.
