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Job Description
A. ROLE & CONTEXTPurpose:To manage, coach and develop the contact centre team effectively in order to deliver the highest standards of customer service and maximise individual/team potential.Context:Call Center supervisor will organize and direct the staff of our call Center. He /she will be responsible for assessing their work and give them feedback to maximize performance.B. ROLE ACCOUNTABILITIESBusiness orientation
- Achieve the SL and Efficiency KPIs
- Ensure Profitability of the Business Unit
- Liaise with Ooredoo for day-to-day operations
Planning & Organising & Problem Solving
- Hiring and onboarding new employees
- Assisting in the formulation of targets for individuals and teams
- Anticipate escalation and take over calls when needed
Communicating, negotiating & influencing
- Generate more Business from the Business Unit
- A good understanding of the market dynamics in the Telecom sector
- Manage the Floor related issues
Keyskills :
