Call Center Supervisor

2 weeks ago

Tabuk, Tabuk, Saudi Arabia Digital Roots Full time 30,000 - 60,000 per year

Call Center Supervisor

  • Supervising the team
  • Monitoring the performance of call center staff
  • Ensuring team adherence to working hours and shift schedules
  • Distributing tasks
  • Organizing daily and weekly work schedules
  • Distributing calls or cases according to need and workload
  • Preparing reports
  • Submitting periodic reports on performance, call volume, call duration, and satisfaction/complaint cases
  • Analyzing data to identify areas for improvement
  • Monitoring call quality
  • Listening to random calls to ensure service quality and policy compliance
  • Providing constructive feedback to the team to improve performance
  • KPIs (Key Performance Indicators)
  • Such as: wait time, call duration, customer satisfaction, order completion rate
  • Problem resolution and escalation
  • Handling complex complaints or angry customers
  • Escalating cases according to established procedures
  • Training new employees
  • Explaining policies, procedures, and customer communication techniques
  • Performance development
  • Organizing workshops or training courses to enhance team efficiency
  • Proposing development solutions
  • Suggesting improvements to the work environment or call center tools
  • Staying up-to-date
  • Ensuring the team is familiar with updates to products, services, or policies

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