Job Title shift supervisor .pdf
Nom original: Job Title shift supervisor.pdf
Titre: Job Title shift supervisor
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Basic - Bachelor of Business Administration (Management)
Telecom / ISP
Email To :
Tél : 212524392662
Contact : Mr Adil
The Call Centre Supervisor is responsible for the daily
management of the call centre operations in a 24/7
environment that includes staff management, a continuous
quality improvement, interaction with all levels of functions
and process’s company-wide. He/she is responsible for
ensuring staff members have the tools, systems and training
needed to be successful in their position; for working with
the Centre to appropriately staff the centre to meet all
service delivery goals and for participating in the execution of
the QA program. This position can be highly stressful at times
as external contacts with members and providers are
generally a result of an escalated issue. The incumbent will be
required to flex their working hours across shifts to ensure
staff communication lines remain open. You’ll provide day-today supervision to the inbound/outbound call center staff and
operations; you will supervise a team of 10 to 15 call center
representatives. Under the direction of the Call Center
Operation Manager and CCC Manager, this job involves:
Assign, direct, monitoring workload and work flow;
Manage team for adherence to established performance
Create and manage staff schedule.
Monitor and help to remove barriers to individual
Orient new hires and provide on-going training and
Resolve escalated customer service issues.
Identify training and development needs through
observation, silent monitoring, QC reviews and
Working with CC Manager to ensure that productivity
goals and objectives are achieved.
Identifying process improvement areas.
Supervises the assigned Operations team of Customer
Service Representatives in the concerned shift. Checks
the operational and behavioral parameters of the
response desk performance in order to ensure smooth,
efficient courteous operations with minimal call waiting
and consistently high customer satisfaction level.
Supports and handles complex and none-routine
inquiries/ complaints. Ensures compliances with the
prescribed policies, operating procedures and quality
standards to ensure optimum, satisfaction to the
customers and callers.
Assists in preparing and implementing shift, OT and
Holiday duty charts in order to ensure continuity in
Contract Centre service operations.
Generates operational reports on daily/shift basis.
Review the significant /critical shift events, observations
and concern with his superior and assist in resolving the
Desired Candidate Profile
Minimum Job Know-How Requirements Academic &
• University Graduate
• Contact centre certified
• Minimum 4 years experience in contact centre
environment in similar role. Skilled at using AVAYA
systems, Good knowledge of CCC systems (IVR, ACD,
CTI, CMS, recording and CRM)etc
• Excellent written and verbal English language skill. Report
• Leadership skills
• Proven track record of success in similar environment
and ability to train and mentor others
• Excellent interpersonal skills. Tactful, diplomatic, patient
with people, pleasant and excellent communication skills;
courteous speaking ability
• Customer first mentality.
• Team oriented and ability to work under pressure.
• Ability to multi-task; Task & Result oriented
• A knowledge of contact centre standards, procedures.
• Has the ability to motivate and develop the team under