Friday, 18 May 2012
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Call Center Supervisor Job in Dubai, UAE

 

Call Center Supervisor Job in Dubai, UAE

A call center is a place that fields and answers calls from customers who need assistance. They may need help with an order or require assistance with a technical issue. A call center supervisor oversees a group of operators who answer customer inquiries via computer or telephone. He ensures customer service is provided by the operators in an appropriate time frame. Call centers are likely to be needed indefinitely as customers will always need assistance and require the help of those who can provide the information they need.

 Education :  Bachelors Degree




Experience :  5 - 10 Years



Skills :

Ability to inspire and support people.
Good people and interpersonal skills to build effective relationships with all levels of professionals.
Ability to plan well and prioritize work.
Maintain calmness under tight pressure.
Good decision-making, IT, and communication skills.
Languages: Very good written+spoken English is mandatory + Arabic language or Indian Language (Hindi/Urdu)

 

Responsibilities :

Managing and directing the daily activities of call center agents and telephone operators.
Supervising, planning, and managing functions concerned to Call Center environment.
Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents or operators.
Acting as an information source and answering operator or agents questions, assigning tasks, following up and giving instructions as needed.
Attending, following up and resolving customer complaints and questions.
Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job.
Carrying out performance measurement, monitoring, and evaluation of all agents and operators to improve the efficiency.
Compiling and maintaining lists of on-call and key schedules and personnel, and ensuring that the operators can use all lists as required.
Updating databases, organizing activities related to maintenance and repair of equipments, ordering supplies and materials.
Preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary.
Communicating solutions, successes, and opportunities to the Manager of customer service.
Practicing and ensuring compliance with that of all the organization’s policies and procedures.

 


Functions

  • The priority of a call center supervisor is to make sure incoming calls are answered in a timely manner and customers receive the information and assistance they are seeking. She is expected to intercede on complex issues to resolve them as quickly as possible. The call center supervisor is in charge of screening, hiring, monitoring and terminating call center operators. She is expected to keep the center and its equipment clean and in good working order. His job requires regular completion of activity reports and logs.



Skill Requirement

  • To effectively lead by example, a call center supervisor needs to demonstrate superb customer service skills. His ability to lead and motivate is important to the success and development of his staff. Organizational skills are needed to effectively schedule operators to meet the customer demands for each shift. A call center supervisor needs to be fair and objective in evaluating employee performance.

 


Considerations

  • The environment of a call center is normally fast-paced and a bit noisy. There are usually rows of cubicles in a large room with an operator in each one answering customer calls on the telephone or through a computer, either by email or real-time messaging. A call center supervisor spends considerable time walking among the operators to monitor their conversations and assist them in customer communications. She also works at his desk for part of his day. Work hours may be erratic if the call center is open 24 hours a day. Professional business or business casual attire is typically required.

 


Educational Requirements

  • An associate’s or bachelor’s degree is usually required to qualify for a position as a call center supervisor. Some employers may waive this requirement if an applicant has considerable experience in call center management or supervision. Background in personnel management or customer relations is desirable.
 

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