Customer Service Supervisor
Al Ain Distribution Company
Total des années d'expérience :9 years, 4 Mois
On-floor supervision and support for Team Leaders, agents, to make sure that validated workflows and Standard
Operating Procedures are met and implemented.
* Monitors and Manage the CSRs, Team Leaders adherence to the contact center policies Ex. AUX
Time, AHT … Etc.
* Monitor and follow the Team Leaders handling of the open complaints, Inquires and requests
and insure that the daily call volume is handled in accordance of the agreed service level.
* Working closely with the contact center management and the work place policies/procedures in
order to develop the contact center employees.
* Support of implementing the new business processes and technologies.
* Participate in the establishment, update and implementation of operational metrics and
standards.
Collects and evaluates data in preparation of reports to measure and improve productivity and
quality.
* Audits, Monitors and maintains performance results/opportunities areas/proposed actions to the
management.
* Provides analytical and operations support to the contact center group on daily operations and
strategic initiative as well as communication performance statistics to the contact center
management.
* Update knowledge and skills for the subordinates on an going basis.
* Act as a point of reference for Team Leaders, Senior CSRs And CSRs on all issues related to the
various services provided by the center and daily activities.
* Contributes in the evaluation and implementation of the center technology to continuously
improve service and internal/external customer satisfaction.
* Comply with the operating instructions and quality standards at all times.
* Perform any other similar or related duties handed by the contact center management.