Website Boutiqaat
Contact Center SupervisorBoutiqaat
Job Description
The Contact Center Supervisor provides direction to the Contact Center department by assigning, directing, and reviewing staff work. Supervisory duties include training, writing, conducting performance appraisals, and assisting in department budget preparation. Incumbents provide coaching and guidance to representatives. Duties also include resolving escalated customer complaints and disputes and handling difficult customer delinquency and billing issues.
- Follow up on all relevant Policies and procedures and stander operations to supervise team performance to meet outstanding expectations, and deliver quality service to the customers and stakeholders.
- Making sure that all KPIs, specifically around service deliverables, productivity, quality, and customer service standards, are aligned with departmental strategy
- Assist in implementing call centers’ annual and quarterly goals & forecasted future needs.
- Contribute to the achievement of their objectives and meet KPIs for call performance measurements and sales goals through development, training, and support of Representatives
- Manage and direct the daily activities and long-term success of representatives through coaching, training, development, and performance management
- Manage workflow, handle escalations, proactively engage resources to address issues, and effectively delegate workload across the leadership team.
- Demonstrate an understanding of sales behaviors and Contact Center best practices.
- Use data analysis to develop an action plan for the team to drive their performance consistent with boutique core values.
- Ensure we have adequate staff to meet our contractual service level requirements. Regular and reliable attendance at the place of work is required.
- Ensure customer satisfaction & reporting statistical performance levels related to Contact Center.
- Monitor and manage customer satisfaction and retention through proactive Contact Center techniques to ensure that the level of contact center provided consistently meets set expectations.
- Ensure that the customer feedback database is kept up to date, with all records thoroughly researched and qualified to maintain necessary customer information.
- Lead, mentor, guide, and develop his/her team to efficiently leverage the value of every call for maximum net reservation revenue to clients.
- Implement the reports to measure the customers’ interactions, responses, and feedback toward boutique call centers’ services to guide the decision makers to the right direction.
- Implement the reports covering the feedback database for each department and address all the persistent issues to enhance service and improve customer service.
- Improves quality service by recommending improved processes and identifying new product and service applications.
- Solving complex customer issues and proactively heading off negative service trends.
Skills
- Requires a bachelor’s degree, preferred in the management field.
- Proficiency with technology, especially computers, software applications, and phone systems.
- Exceptional verbal and written communication skills.
- Strong understanding of company products, policies, and services.
- Ability to coach, train, and motivate employees and evaluate their performance.
- Excellent problem-solving, leadership, and customer service skills.
- Min. of five years of work experience in a similar supervision position.
- Excellent in using Microsoft Excel, Word and PowerPoint.
- Excellent organizational and time-management skills.
- Outstanding communication and decisions making skills.
- Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
- Previous experience in leadership qualities and ability to motivate people.
- Ability to multi-task and manage time properly and effectively.
- Native experience in Customer Services Operations (Customer Service, Sales, or Collections).
Job Details
- Job LocationKuwait
- Company IndustryPerfume & Cosmetics
- Company TypeEmployer (Private Sector)
- Job RoleCustomer Service and Call Center
- Employment TypeFull Time Employee
- Monthly Salary RangeUnspecified
- Number of Vacancies1
Aimglo Says
You can see the above lists of Boutiqaat Jobs 2024/2025, with the benefits of learning and working in a strategic environment.
Also, don’t forget to bookmark our website Aimglo, as we continue to provide you with the best School and Job Offer just like Boutiqaat Jobs 2024/2025 , with all Articles posted on our Aimglo being Accurate and free from Misinformation.