Call Center Supervisor

The CALL CENTRE SUPERVISOR is part of the support team; the main duty is to lead the Call Centre Agents to ensure our clients experience a seamless booking experience, whilst ensuring the highest quality reservations process and in-depth knowledge of services and products.

Job Description:

• Answer incoming telephone calls, return missed calls and schedule appointments for clients.
• Carry out all bookings, re-bookings, confirmations and reconfirmations.
• Maintain clear and in-depth up to date information on all branches, services, products, service providers and current promotions and train the call center team on this.
• Use this knowledge to inform clients and upgrade treatments.
• Lead the call centre team to the highest level of performance by constantly coaching them to inform clients on all services, promotions and products we carry.
• Lead the call centre team to ensure telephone standards are being adhered to.
• Ensure that the POS is being used optimally at all times and is accurately being updated.
• Understand time taken for each treatment and educate call center team on this to ensure bookings are being made accordingly.
• Ensure that the telephone system is fully functional at all times.
• Go through appointments for the next day and identify new and repeat clients.
• Assign team duties to ensure fairness and maximize cover.
• Ensure that any specific client feedback or information is being passed on to Management.
• Ensure that the booking system is fair and all service providers are being assigned clients as per request and new client allocation.
• Implement a smooth process of handover between shifts.
• Carry out team briefing on a daily basis with the team and ensure that they are fully engaged with the Management vision and are equipped to carry out their tasks optimally.
• Implement measures to improve poor performers.
• Take disciplinary action, coach and motivate teams to ensure smooth running of the call centre.
• Performs other tasks and activities as requested by Management.
• Coordinate with Management when required to understand staffing levels or learn about new joiners’ skills, so correct information will always be shared with clients.
• Analyze call centre performance by reviewing reports regularly to ensure that our service is 100% up to company standards.
• Demonstrate awareness of competitors that are operating and will be opening in the area.
• Liaise with Branch Manager for all staffing matters.
• Attend meetings when required.
• Any other tasks as the call centre operations evolve.
• Ensure you read the Standard Operations Manual, have a thorough understanding of and adhere to the rules and regulations.
• Build long-term relationships with key clients.
• Address client concerns and complaints.
• Contact all new leads within two working hours from the time they contacted us.
• Engage with clients at the salon to know how the service is going, to understand their feelings and worries to achieve the goal of selling more services, recommend us in group of friends, social media…
• Follow up call with all new clients within 1-2 days after first visit.
• Follow up call with non-returning clients to understand why they didn’t come back and to convince them to come back.
• Implementation of a system where we do not forget to contact clients and leads.
• Deal with client complaints within 24 hours from the time we have received the complaint.
• Provide solutions to clients with special circumstances.
• Management of client databases and trade contacts.
• Planning, scheduling and implementation of external communications mailings including events, offers and promotions.

PERSONAL CHARACTERISTICS

• Highly articulate
• Patient
• Good listener
• Outgoing personality
• Self-driven and motivated
• Team player with a can-do approach

PERFORMANCE MEASUREMENTS

• Sales target
• Client retention
• Rebooking
• Upselling
• Staff productivity Customer satisfaction

QUALIFICATIONS/REQUIREMENTS

• Minimum 5 years’ experience in a call center of a Hair & Beauty Salon or Spa.
• Minimum 2 years’ experience as a Call Centre Supervisor.
• Strong leadership skills
• Flawless communication skills
• High level of customer service
• Strong computer skills and knowledge of Excel and Outlook.
• Ability to manage work flow and priorities
• Sitting for extended periods of time

Job Type: Full-time