Job Description
The Supervisor Call Center position in Riyadh, Saudi Arabia, is a pivotal role within the Perfume & Cosmetics industry, focusing on enhancing customer satisfaction and operational efficiency. This position requires a proactive leader who can manage a team of customer service representatives, ensuring that they meet performance targets while delivering exceptional service to clients. The Supervisor will play a crucial role in training staff, resolving complex customer issues, and implementing best practices to streamline call center operations.
Responsibilities:
- Oversee daily call center operations, ensuring adherence to company policies and procedures.
- Manage and mentor a team of customer service representatives, providing guidance and support.
- Monitor call metrics and performance indicators to identify areas for improvement.
- Conduct regular training sessions to enhance team skills and product knowledge.
- Address escalated customer complaints and provide effective resolutions.
- Implement strategies to improve customer satisfaction and retention rates.
- Prepare and present performance reports to upper management.
- Collaborate with other departments to ensure seamless service delivery.
- Assist in the recruitment and onboarding of new call center staff.
- Stay updated on industry trends and best practices to enhance call center operations.
Preferred Candidate:
- Proven experience in a supervisory role within a call center environment.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Ability to analyze data and make informed decisions.
- Customer-focused mindset with a passion for service excellence.
- Proficiency in call center software and CRM systems.
- Ability to work in a fast-paced environment and manage multiple tasks.
- Strong problem-solving skills and attention to detail.
- Fluency in both Arabic and English is preferred.
- Willingness to work flexible hours, including weekends and holidays.
