Operations Team Leader - Tafaseel
نُشرت في :
29-10-2024
صاحب العمل نشط
1 وظيفة شاغرة
حالة تأهب وظيفة
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Job Summary:
The Contact Center Operations Supervisor is responsible for overseeing the daytoday operations and performance of a team of contact center agents. They ensure the efficient and effective delivery of customer service and support while also driving continuous process improvements and staff development.
Key Responsibilities:
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The Contact Center Operations Supervisor is responsible for overseeing the daytoday operations and performance of a team of contact center agents. They ensure the efficient and effective delivery of customer service and support while also driving continuous process improvements and staff development.
Key Responsibilities:
- Manage and oversee a team of contact center agents including scheduling monitoring performance and providing coaching and feedback
- Develop and implement strategies to optimize contact center productivity efficiency and customer satisfaction metrics
- Continuously analyze contact center data and identify opportunities for process improvements staffing adjustments and training needs
- Collaborate with the quality assurance team to monitor customer interactions and provide feedback to agents for skill enhancement
- Ensure adherence to company policies procedures and regulatory requirements in all customer interactions
- Serve as the primary point of escalation for complex customer issues providing guidance and support to agents as needed
- Lead team meetings and training sessions to improve agent skills knowledge and engagement
- Participate in the recruitment onboarding and development of contact center personnel
- Monitor and report on key performance indicators (KPIs) and contact center metrics and recommend actions for improvement
- Coordinate with crossfunctional teams to align contact center operations with broader organizational goals and strategies
- Bachelors degree in business Telecommunications or a related field
- 35 years of experience in a contact center or customer service environment with at least 2 years in a supervisory role
- Strong leadership communication and interpersonal skills
- Proficient in data analysis problemsolving and decisionmaking
- Excellent customer service orientation and problemsolving abilities
- Familiarity with contact center technology workforce management and quality assurance best practices
- Ability to work in a fastpaced dynamic environment and adapt to changing priorities
- Strong team management and coaching skills to motivate and develop a highperforming team
This job has been sourced from an external job board.
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نوع التوظيف
دوام كامل
المهارات المطلوبة
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