Jobs Support Services Jobs in Saudi Arabia in Saudi Arabia
Within the confines of the Contact Centre the Floor Supervisor, Ladies Unit is responsible for the area supervision of the female unit. The objective of the activity is to ensure the female agents manage the customer calls according to the requirements of their direct line managers and follow all MEL policies and procedures.
The role is principally supporting the managers of the female agents, irrespective of the client they are providing services for. With the Supervisors and Managers either based outside the Ladies Unit or frequently away from the area, a constant supporting presence is required to oversee proper service protocols and standard operating procedures for all agents. The role is also supporting the agents, ensuring they are appropriately trained and have the necessary skills and resources to fulfil their role appropriately.
As with all Contact Centre roles, it aims at increasing Customer Satisfaction linked to a) an empathic & caring approach b) an agent providing the most appropriate solution, recommendation or information c) speed of response / ticket creation and d) an increase in ‘one call solution’ resolution. Additional objectives are to ensure a) an efficient & effective service b) maintain correct balance of output levels – time vs caring c) ensure a uniform approach across agents, including the correct use of scripts & templates and e) improvement of agent productivity
Key responsibilities:
· Daily assessment and allocation of agent workload, following up with the relevant managers and supervisors as required
· Assist in accomplishing the assigned individual and group KPI’s
· Help manage day to day operational challenges & ensure correct procedures are followed.
· Live mentoring, preparation of daily report of weak points with plans for improvements
· Listen to and evaluate calls (minimum 5 calls per day)
· Conduct coaching / training in different areas such as skills, product etc
· Support managers in creating suitable roster patterns
· Escalation of issues to internal management as appropriate
· Make recommendations for improvements in workflow and documentation
· Provide input on systems maintenance issues
· Any additional duties as requested
Job Details
| Posted Date: | 2020-06-03 |
| Job Location: | Riyadh, Saudi Arabia |
| Job Role: | Support Services |
| Company Industry: | IT Services |
Preferred Candidate
| Career Level: | Mid Career |
| Nationality: | Saudi Arabia |
| Degree: | Bachelor's degree |
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jobs Contact Center Supervisor - Mawarid Electronics Ltd
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