CALL CENTRE DUTY SUPERVISOR

  • Listed: March 17, 2017 1:04 pm
  • Expires: This ad has expired
  • Company Name: Air Arabia
  • Job Type: Full Time
  • Salary Package: Negotiable
  • Required Experience: 2-5 Years
  • Minimum Education: Anything
  • Emirates: Sharjah
  • Country: United Arab Emirates
  • Employer Email: cv@airarabia.com

Description

HUB: Sharjah

Reference No: ABY17- CCDS
Apply Now

About the job

The purpose of this role is to supervise Call Centre Agents in providing customers with excellent Customer Service by providing information in response to enquiries about products and services, making bookings for services including flights and handling and resolving complaints in order to ensure the profitability of the company.

Key responsibilities:
Manages a team of Call Center agents.

Floor Supervision. Be visible and available to answer questions and provide guidance. Responsible for the floor Activities and live monitoring.

Takes calls that Agents can’t handle and be available when an Agent appears to need assistance.

Motivates and encourages Agents through positive communication and feedback

Handles passenger complaints.

Spends dedicated time each month handling Call Centre Agents job in order to be hands-on at all times.

Assists the management in preparing a robust roster to meet anticipated business requirements to the agreed standards.

Organizes shifts daily roster, approves changes for individual agents.

Ensures the Call Centre technical facilities are in good working condition, including all telephone lines, computer equipment and the reservation system, request for technical support for immediate action when work stations are not fully operational.

Works with management on refining and scheduling appropriate training sessions.

Manages employee performance on a weekly basis (minimum) and review the following:
Review the past week’s performance and Result
Share updates /new information
Guide the team and motivate them to improve sales , quality and overall performance
Answer questions and comments.

Performs at least one monitoring evaluation with each agent every two weeks.

Keeps track of attendance, Adherence, rejected calls , Quality ,Revenue and Ancillary.

Submits weekly performance summary Report of the team to the Call Centre Supervisor.

Submits to the Call Centre Supervisor the next week’s monitoring assignments and a plan for the team.
Creates an action plan describing the tasks of each agent.
Creates a detailed plan of the way in which you plan to impact your team’s day-by-day performance.
Divides the team into three groups based on their performance (top, middle and bottom).

Interlocks with other Team Leaders to ensure a consistent approach towards CC Agents and CC Procedures.

Actively participates in performance appraisals for CC Agents.

Qualifications & Experience:
At least 2-4 years’ experience in related field.

Able to use Word, XLS, create and maintain databases

Time Management and Planning Skills

Very Good Communication Skills

The ability to change one’s own approach to work effectively with a variety of individuals, groups, situations, including the conception and implementation of original ideas to develop and improve processes, products and services

Visionary, Flexible/adaptable to change, Team player, Solve-complex problems and make decisions

Able to work flexible / extra hours as and when required

Share with Friends

Mention that you found this ad on Bibango.com when you Call or Message.

Listing ID: 37758cb956238421

Report problem

Processing your request, Please wait....