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Call Center Supervisor
| Company: | Ucom |
|---|---|
| Location: | Yerevan, Armenia |
| Deadline: | 07 June 2020 |
TERM:
Full-timeJOB DESCRIPTION:
Call Center Supervisor will guarantee Call Centre effective operational performance within defined service levels, make analysis on various operations of Call Centre performance, meet with management to report the progress of the Call Centre performance, escalate issues to have a better customer service.RESPONSIBILITIES:
- Recruit new hires for Call Centre; introduce new staff members;- Manage, plan, coordinate and check the activities of the staff;
- Evaluate the job of the staff, have one to one and group meetings with each of them;
- Provide helpful feedback and positive communication to motivate Call Centre staff;
- Communicate any Company policy and procedure changes with Call Centre staff;
- Manage teams' rotation schedule and watch them respect the established rules, consult with the HR and watch for proper implementation and application of staff training;
- Upon necessity request extra trainings for Call Centre staff;
- Update all the documentations and information necessary for the staff;
- Manage yearly vacation planning of the staff;
- Participate in the design and the choice of the solutions and the tools given to the Call Centre to improve the efficiency;
- Review Call Centre schedule to make sure that the distribution of consultants is correct;
- Report the current activity to the Front Office Manager according to the targeted objectives;
- Elaborate and follow-up daily, weekly dashboards and monthly balance assessments of activities;
- Arrange, estimate and propose the headcount according to the budget;
- Provide helpful feedback and positive communication to motivate Call Centre staff;
- Review all reports prepared by Call Center coordinators as well as escalated issues and follow up its solution;
- Perform other tasks as assigned.
REQUIRED QUALIFICATIONS:
- Bachelor's degree preferably in Management or Business;- Prior experience as a call center consultant is a plus;
- 2-3 years of prior experience in managerial position is a plus;
- Strong organizational skills and attention to details;
- Excellent leadership and management skills;
- Good interpersonal and active listening skills;
- Ability to work in high pressure and in stressful situations;
- Readiness to learn new software or other working tools.
APPLICATION PROCEDURES:
Interested candidates who meet the above-mentioned requirements and are confident that their background and experience qualify them for the position, are welcome to send their resume to: ******@****.** mentioning the title of the position ("Call Center Supervisor") in the subject line of the email.Please clearly mention in your application letter that you learned of this announcement through Career Center and mention the URL of its website - www.careercenter.am. Thanks.
