Job Description Call Center Supervisor
Responsibilities Manage a team of Airline Call Center Agents.
oManage by walking around. Be visible to answer questions.
oManage Rostering of call center agents
oTake calls that your agents can't handle and be available when an agent appears to need assistance.
oMonitor queue and track inbound calls. Keep agents aware of inbound calls calls waiting abandonment rate etc.
oMotivate and encourage agents through positive communication and feedback
oReview 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 pointofinterest topic for the agents.
Present commendations and awards.
Communicate company information.
Answer questions and comments.
oProvide agents with a glimpse of future weeks.
oPerform at least one monitoring evaluation with each agent every two weeks
oKeep track of attendance daily statistics paid time off sick time etc.
oCreate and maintain files on each agent as they relate to attendance production and reviews.
oPresent Performance summary of the team to the Reporting Manager.
oDivide the team into two groups Tier 1 and Tier 2
oRecruit new staff and schedule existing staff to meet service level objectives.
Interview and hire staff. Assess needsplan ahead.
Develop schedules with agents each month to ensure call center objectives are covered.
oSchedule residual training departmental meetings sales training and computer training.
oAdminister 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.
oDevelop contests awards and themes that increase agents' loyalty and focus.
oIndividual performance of core focus and new staff.
oTeam and Individual analysis of upcoming quarter.
oSupervisor disappointments of past quarter.
oSupervisor successes of past quarter.
oNotable team and department information.
oEstablish monthly meetings with other departments to review call center operations.
oMeet with outside field staff to review upcoming events and call center outside participation.
oProduce performance reviews as established by Reporting Manager.
oCreate effective channels of agent feedback.
المهارات
oBachelor’s DegreeDiploma Equivalent
oBilingual English amp Arabic
o35 years of heavy volume customer service experience in call center
o23 years demonstrated experience leading and supervising staff
oComputer proficiency with MS Office Suite Word Outlook Excel PowerPoint
oIntermediate knowledge of call center systems
oAirline Call Center Experience would be an added advantage.
الخلفية التعليمية
DegreeDiploma