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Company Info
Mid sized business
151 to 200 Employees
Careers International
About the job
- Manage a team of Call Center Agents.
- Floor Supervision. Be visible and available to answer questions and provide guidance. Responsible for the floor Activities and live monitoring.
- Take calls that agents cant handle and be available when an agent appears to need assistance.
- Motivate and encourage agents through positive communication and feedback
- Handling passenger complaints.
- Spend a few hours per month Handling Call Centre Agent Job in order to be hands-on always.
- Assist the management in preparing a robust roster to meet anticipated business requirements to the agreed standards.
- Organizes shifts daily roster, approves changes for individual agents
- Ensure the Call Centre technical facilities are in good working condition, including all telephone lines, computer equipment and the reservation system, request for technical support for immediate action when work stations are not fully operational
- Work with management on refining and scheduling appropriate training sessions.
- Manage Employee performance weekly (minimum) and review the following:
- – Review the past weeks performance and Result
- – Share updates /new information
- -Guide the team and motivate them to improve sales, quality and overall performance
- – Answer questions and comments.
- Perform at least one monitoring evaluation with each agent biweekly
- Keep track of attendance, Adherence, rejected calls, Quality, Revenue and Ancillary
- Submit a weekly performance summary Report of the team to the Call Centre Supervisor.
- Submit to the Call Centre Supervisor the next weeks monitoring assignments and a plan for the team.
- Create an action plan describing the tasks of each agent.
- Create a detailed plan of the way in which you plan to impact your teams day-by-day performance
- Divide the team into three groups based on their performance (top, middle and bottom)
- Interlock with other Team Leaders to ensure a consistent approach towards CC Agents and CC Procedures
- Actively participate in performance appraisals for CC Agents
Requirements
- At least 2-4 years experience in related filled
- Able to use Word, XLS, create and maintain databases
- Time Management and Planning Skills
- Very Good Communication Skills both in English & Arabic
- The ability to change ones own approach to work effectively with a variety of individuals, groups, situations, including the conception and implementation of original ideas to develop and improve processes, products and services
- Visionary, Flexible/adaptable to change, Team player, Solve-complex problems and make decisions
- Able to work flexible / extra hours as and when required.
