We are looking to recruit an experienced Call Centre Supervisor to manage a team of Call Centre Agents within Dubai.
The main responsibilities of the role are as follows:
Develop the monthly shift schedule and ensure the proper allocation of resources according to projected activities
Handle inbound and outbound requests in case of overflow and respond to customer inquiries in accordance with established service level agreements within assigned operational companies (respond to customer emails, letters)
Handle escalated calls and be available when agents appear to need assistance
Monitor closely and quality assess inbound calls, outbound calls, email responses and data capture (target based)
Keep track of attendance, daily statistics, paid time off, sick leave etc and manage the team accordingly. Be visible to answer questions
The ideal candidate will have the following skills and experience:
Experience in Customer Service and/or Call Centre
Experience in Managing a team
Excellent English language skills (written and oral)
Computer and telephone skills
Attention to detail
University or College Degree
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