Supervisor
CurrentProvide support, compile reports, maintain relationships, manage accounts, meet strategic targets and problem resolution and to function as a specialised one-stop shop philosophy to our customers.compile a monthly report on amount of repairs that went for repairsHandle repairs - ■Supervising, planning, and managing functions concerned to Call Centre environment.■Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents or… Show more Provide support, compile reports, maintain relationships, manage accounts, meet strategic targets and problem resolution and to function as a specialised one-stop shop philosophy to our customers.compile a monthly report on amount of repairs that went for repairsHandle repairs - ■Supervising, planning, and managing functions concerned to Call Centre environment.■Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents or operators.■Acting as an information source and answering operator or agents questions, assigning tasks, following up and giving instructions as needed.■Attending, following up and resolving customer complaints and questions.■Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job.■Carrying out performance measurement, monitoring, and evaluation of all agents and operators to improve the efficiency.Quality Assurance Review recordings according to agreed procedure and systems... • Transfer policies to customer services for minor amendments... • Store assessed calls and provide feedback report to sales or service managers on calls assessed... • Determine deficiencies, analyses discrepancy trends... • Indicate if training programs are aligned to specific business needs. • Provide areas of development necessary...■Compiling and maintaining lists of on-call and key schedules and personnel, and ensuring that the operators can use all lists as required.■Updating databases, organizing activities related to maintenance and repair of equipment’s, ordering supplies and materials.■Preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary.■Communicating solutions, successes, and opportunities to the Manager of customer service.■Practicing and ensuring compliance with that of all the organization’s policies and procedures. Show less
