Job Description: Call Center Supervisor
Responsibilities: Manage a team of Airline Call Center Agents.
o Manage by walking around. Be visible to answer questions.
o Manage Rostering of call center agents
o Take calls that your agents can't handle and be available when an agent appears to need assistance.
o Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
o Motivate and encourage agents through positive communication and feedback
o Review the following topics weekly:
Review the past week's events, including statistics, results and industry news.
Disseminate new promotions information to the agents.
Discuss a sales theme or point-of-interest topic for the agents.
Present commendations and awards.
Communicate company information.
Answer questions and comments.
o Provide agents with a glimpse of future weeks.
o Perform at least one monitoring evaluation with each agent every two weeks
o Keep track of attendance, daily statistics, paid time off, sick time, etc.
o Create and maintain files on each agent as they relate to attendance, production, and reviews.
o Present Performance summary of the team to the Reporting Manager.
o Divide the team into two groups (Tier 1 and Tier 2)
o Recruit new staff and schedule existing staff to meet service level objectives.
Interview and hire staff. Assess needs/plan ahead.
Develop schedules with agents each month to ensure call center objectives are covered.
o Schedule residual training, departmental meetings, sales training, and computer training.
o Administer training programs for new hires and existing staff.
Work with management on refining and scheduling appropriate training sessions.
Develop training documents that support call center operations.
o Develop contests, awards and themes that increase agents' loyalty and focus.
o Individual performance of core, focus and new staff.
o Team and Individual analysis of upcoming quarter.
o Supervisor disappointments of past quarter.
o Supervisor successes of past quarter.
o Notable team and department information.
o Establish monthly meetings with other departments to review call center operations.
o Meet with outside field staff to review upcoming events and call center / outside participation.
o Produce performance reviews as established by Reporting Manager.
o Create effective channels of agent feedback.
تفاصيل الوظيفة
| 2014-07-17 | تاريخ الإعلان عنها: |
| الدمام, المملكة العربية السعودية | منطقة الوظيفة: |
| خدمة العملاء | الدور الوظيفي: |
| خطوط الطيران/الطيران | قطاع الشركة: |
| 2014-09-01 | تاريخ الالتحاق بالعمل: |
المرشح المفضل
| متوسط الخبرة | المستوى المهني: |
| بكالوريوس/ دبلوم عالي | الشهادة: |
تقدم الآن - وظائف في السعودية - وظائف في جدة, المملكة العربية السعودية - وظائف في الرياض, المملكة العربية السعودية - وظائف خدمة العملاء في السعودية - بحث عن جميع الوظائف