supervisor call center
CREPAWAY
مجموع سنوات الخبرة :5 years, 1 أشهر
Open and close call center shifts according to checklist.
• Respect assigned schedule and duties.
• Check daily mail and emails, reply and follow up on requests.
• Ensure good grooming, hygiene, safety and sanitation standards in call center
• Attend, monitor or conduct briefings, trainings and meetings.
• Maintain a good and professional communication with call center offices and branch delivery staff.
• Ensure a good and professional communication among call center phone hosts.
• Orient and encourage call center phone hosts to promote menu items pushing sales to reach set targets.
• Monitor random calls to improve quality, minimize errors and track operative performance.
• Monitor the POS activities to ensure good running of call center operations.
• Assist in writing the daily call center report.
• Work on the filing system (soft and Hard copies) to have all information and data properly stored.
• Assist in overseeing the call center assets providing necessary inventories when asked and reporting any needed maintenance to head of call center & customer relation.
• Participate in recruiting phone hosts monitoring their schedule, attendance, duties, performance, training and leaves and take part in their coaching, appraisal, development, opportunities and reward policy.
• Assist in any task delegated by the head of call center & customer relation.
• Responsible to supervise and coordinate Cashiers in their daily activities ensuring a high level of customer service and accurate processing of transactions.
• Handle and solve customers’ complaints and problems related to payment related to payment issues;
• Handle POS transactions from return, refunds, discounts…and coordinate with Accounting department regarding daily discrepancies;
• Monitor and Follow up the cash difference daily;
• Monitor the gift card display on cash desks and availability of denominations at all levels and send a weekly feedback to the Marketing Department;
• Perform daily spot checks and report any discrepancy;
• Control the replenishment of bags and stationeries on POS desks and ensure items are appropriately displayed;
• Ensure policies and procedures are fully implemented always;
• Ensure a proper coverage on the floor and on all cash registers;
• Coordinate with the Floor managers on Cashiers’ performance, behaviors and schedules. Provide consistent team coaching to ensure continuous improvements, recognize and reward good performers;
• Conduct a regular performance review, identify training needs and follow-up on development plans;
• Ensure on-the-job training and follow-up on the implementation of the training curriculum.
Perform other job-related duties as assigned.