Call Centre Team Leader
Transcore Careers,
Dubai
منذ 2 يوم
source : Wisdom Jobs

Operations Assists Supervisor in managing employees in the following areas attendance monitoring coaching and time scheduling Manages employee breaks and reports misuse to Supervisor Maintains attendance sheet daily and tracks shift exceptions and sick leaves Pro-

actively implements and monitors monthly work schedules and shift schedules and rosters to ensure adequate staff levels for the team are maintained Develops stores and retrieves data to produce a variety of reports pertaining to the Call Center such as KPIs key performance Indicators Avaya Reports Schedule of Call Center employees Break Scheduling With direction from the Supervisor analyze forecast and plan workflow and capacity for the team to ensure all targets are achieved Communicate clear targets and objectives to the team Support this with consistent specific relevant and regular feedback Tracks and records performance measures and reports these measures to Supervisor Monitors performance and enforces policies and procedures to ensure that all employees meet or exceed expected service and performance levels Implement new operational systems procedures and process flows to improve productivity and to accommodate new services Perform call trend analysis to proactively identify areas in need of improvement and more effective ways to achieve results Maintain and complete logbooks progress reports and task-

lists for the team Identify and utilize any or all of the resources to achieve the teams goals and objectives Where these resources are insufficient approach the supervisor with possible resolutions Request recruitment when required Assign Database access rights and queues Performs daily duties of the Call Centre Supervisor in their absence Human Resources and Training Co-

ordinate and conduct briefing and induction sessions to ensure all team members are effectively trained on new products and services Monitor and test knowledge levels to identify training needs Coordinate with HR as needed to recruit new agents Plan and implement the induction training of new agents Conduct regular coaching and feedback sessions and assist in conducting performance reviews Conduct periodic review of the content of induction training for new agents to ensure the information is up-

to-date Identify team training requirements and share findings with supervisor Ensure a positive and motivating environment is maintained by encouraging communication collaboration and teamwork Provide support and acting as role model to the team Effectively address and resolve internal conflicts and by following proper escalation procedures Make sure that rules of conduct are observed and immediately report inappropriate conduct to supervisor Implement corrective actions and assist employees in developing action plans when needed to rectify any undesirable behavior and improve performance Customer Care and Service Quality Monitor telephone calls live listening in order to provide structured consistent support and advice Provide team members with constructive structured and positive feedback to improve service quality Ensures that all Call Centre Agents are courteous professional and attuned to customer needs Evaluate the effectiveness of call handling quality and its relationship to customer satisfaction Continuously evaluate procedures and standards for call handling quality and suggest ways to improve Monitor service quality results and ensure qualitative objectives are met Ensure that individual customers receive the level of service expected and handle specialized customer contact and escalated cases as required on an individual basis Compile analyze and report on a regular basis customers complaints and suggestions and recommend appropriate measures to reduce the number of complaints

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