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Contact, Call Center Supervisor

1 month ago

Kuwait City, Al Asimah Client of Alert HR Solutions Full time

Your salary is a tax-free, all-inclusive package You will have a direct and permanent employment with our client for either 2 or 3 years. They offer 30 days of annual paid leave, along with annual study leave depending on your position. Your salary may increase through their commission scheme if applicable. They cover healthcare insurance or treatment, provide medical malpractice insurance, and other benefits as per company policy.

Who you are
You possess key skills, qualities, and experience that enable you to successfully lead and support a customer service team while maintaining high standards of service delivery.

Skills & Competencies:

  • Strong leadership and team management skills.
  • Excellent verbal and written communication skills.
  • Ability to handle customer complaints and difficult situations professionally and empathetically.
  • Strong problem-solving and decision-making abilities.
  • Proficiency with customer service software, CRM systems, and Microsoft Office Suite.
  • Excellent organizational and time-management skills, with the ability to manage multiple priorities.

Education & Qualifications:

  • Bachelor's degree in Business, Communications, or a related field (preferred), or equivalent work experience.
  • Minimum of 3-5 years of experience in contact or call center operations, with at least 1-2 years in a supervisory role.
  • Experience in Banking or Telecom Industry.
  • Proven track record of managing and motivating a team to meet performance goals.

Description
In this role, you will oversee the daily operations of the customer service team, ensuring the highest level of customer satisfaction and achieving departmental goals. Responsibilities include supervising customer service representatives, training staff, resolving complex customer inquiries, and ensuring compliance with company policies and standards.

Role & Responsibilities:

  • Supervise a team of customer service representatives, ensuring effective performance and achievement of targets.
  • Provide coaching, guidance, and feedback to enhance individual and team performance.
  • Foster a positive, collaborative environment that encourages professional growth and high morale.
  • Manage daily shift schedules to meet customer demand.
  • Conduct team meetings to discuss performance, updates, and concerns.
  • Oversee resolution of complex customer issues promptly and professionally.
  • Review customer interactions to maintain quality standards.
  • Develop strategies to improve customer satisfaction and loyalty.
  • Monitor service metrics and implement corrective actions as needed.
  • Track KPIs such as response time, resolution time, and customer satisfaction scores.
  • Identify training needs and organize ongoing training programs.
  • Refine workflows to enhance operational efficiency.
  • Ensure adherence to company policies and standards.
  • Gather and share customer feedback with management.
  • Oversee the use of customer service tools and technologies.

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