Supervisor - Contact Center

13 hours ago


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

This opportunity offers a chance to work with the Client of Alert HR Solutions, providing a comprehensive compensation package that includes a tax-free salary, permanent employment for 2-3 years, 30 days of annual paid leave, and annual study leave based on your position. Our client covers healthcare insurance or treatment and provides a medical malpractice insurance, along with other benefits as per company policy.

To succeed in this role, you should possess strong leadership and team management skills, excellent verbal and written communication skills, and the ability to handle customer complaints and difficult situations with professionalism and empathy. Required skills and qualifications include a Bachelor's degree in Business, Communications, or 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, and proven track record of managing and motivating a team to meet performance goals.

About the Role

This role requires a customer service leader who can manage a team of customer service representatives, resolve complex customer inquiries, and ensure adherence to company policies and service standards.

Responsibilities:
  • Supervise a team of customer service representatives.
  • Provide coaching, guidance, and feedback to staff.
  • Foster a positive team environment.
  • Manage daily shift schedules.
  • Conduct regular team meetings.
  • Oversee the resolution of complex customer issues.
  • Review customer interactions to ensure quality standards are maintained.
  • Develop and implement strategies to improve customer satisfaction and loyalty.
  • Monitor customer service metrics.
  • Track KPIs for the customer service team.
  • Identify training needs and coordinate ongoing training programs.
  • Evaluate and refine customer service workflows.
  • Ensure adherence to company policies, procedures, and service standards.
  • Collect customer feedback and share insights with management.
  • Oversee the use of customer service software, CRM tools, and other technologies.


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