Alghanim Academy - Interaction Center, Engineering (Full-time opportunity)

Job description:

Job Summary

The Interaction Center Supervisor will be managing a team, supervising the activities of the Call Centre, ensuring individual agents are performing against targets, reviewing their performance and coaching/training, preparing reports and analyzing data.

Job Responsibilities 

The job holder will be responsibile for training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products.

• Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
• Answering agent questions regarding best practices or difficult calls.
• Identifying operational issues and suggesting possible improvements.
• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
• Preparing reports and analyzing data to assist management as they determine call center goals.
• Working with other supervisors and management team members to support agents and maximize customer satisfaction.
• Make sure that the team leader & IC agents are following the rules of IC, call procedures, data accuracy, and KPI’s

Candidate Requirements

Bachelors degree in Business Adminstration or any related field