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 filled
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