Call Center Supervisor – Alghanim Industries – Kuwait

Job Summary :

The Call Center supervisor main responsibility is to Manage a team of agents, supervises the activities and work volume of Call Center and the daily attendance of the agents, as well as ensures that each agent is performing within the standards and moving towards the job target.

Job Responsibilities:

  • Manage the team of call center agents
  • Keep track of daily attendance, such as sick leaves and absence.
  • Administer the required on the job training for new hires
  • Ensure that the team is following the call center and customer service standards
  • Handle calls that agents can’t handle such as angry customers, and be available when an agent appears to need assistance
  • ensure proper utilization of the manpower available, and prepare relevant productivity reports
  • Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, ……… etc
  • Follow-up the calls “which will provide to you from Admin. Assist.” With the agents to ensure that due procedures and quality standards are strictly adhered to.
  • Motivate and encourage agents through positive communication and feedback
  • Make sure that the IC agents are following the rules of IC, call procedures, data accuracy, and KPI’s

Job Details

Posted Date: 2022-03-08
Job Location: Kuwait
Company Industry: Call Centers & Customer Care Outsourcing

Preferred Candidate

Career Level: Mid Career

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