/ Call Center Supervisor | ENGLISH Speaker
Call Center Supervisor | ENGLISH Speaker
hybrid
Cairo, Cairo, Egypt .
full-time . August 18, 2024 Description
Trufla Technology is a Canadian company and the first of its kind – we offer a complete suite of digital solutions for the modern insurance brokerage. From SEO and web design, to lead management, branded customer service and API’s, Trufla provides a 360° digital strategy for brokerages and reimagines the way their customers interact with insurance.
Trufla is leading a digital revolution that will transform the insurance industry! We’re growing fast, and we’re looking for visionaries to join our team of innovators and disruptors at our Cairo offices.
It’s our goal for Trufla to be the
BEST place to work. A great corporate culture is one of our top priorities.
Main Benefits: Competitive Salary Connected to USD exchange rate Employees Share Ownership Program Health Insurance Continuing Education Opportunities Working from home availability. Team Building Activities Milestone celebrations – work anniversaries, birthday celebrations, etc.
Call Center Supervisor | ENGLISH Speaker ABOUT YOU As a Call Center Supervisor, you will be responsible for leading and mentoring a team of call center agents, ensuring high-quality customer service, and supporting the efficient operation of the call center. The ideal candidate will have a strong background in customer service, excellent communication skills, and the ability to handle escalated issues with professionalism.
RESPONSIBILITIES · Supervise daily operations of the call center, ensuring smooth workflow and adherence to policies. · Handle escalated customer inquiries and complaints, providing timely and effective resolutions. · Train and mentor call center agents, conducting performance evaluations and providing feedback. · Monitor and analyze call center metrics to identify areas for improvement. · Collaborate with other departments to ensure consistent and high-quality service delivery. · Assist in developing and implementing call center strategies and processes.
QUALIFICATIONS · Bachelor’s Degree in any field. · Minimum of 3-5 years of experience in a call center or customer service environment · Prior experience in a senior or leadership role within a call center is preferred · Fluent in English (B2-C1 level) with excellent communication skills. · Flexibility to work night and overnight shifts as required. · Experience in the Insurance industry is a plus · Experience in customer service is essential · Working knowledge of MS Office · Tech savvy with knowledge of telephone equipment and relevant computer programs · Knowledge of performance evaluation procedures · A results-oriented approach · Excellent organizational and leadership skills · Ability to work under pressure · Understanding of call center metrics and KPIs · Knowledge of healthcare terminology and patient confidentiality is advantageous · Familiarity with complaint resolution and customer satisfaction best practices
VALUES & COMPETENCIES · High degree of professionalism and integrity. · Flexible and adaptable to fast-changing priority. · Great communication skills. · Strong self-management skills. · Self-motivated, positive work ethic and ability to function independently and in a team.
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