Available Opportunities
VAC6481 - Contact Center Supervisor (Front office)
Field: Customer Care Contract Type: Full Time - Permanent
Location: Palestine - Ramallah Closing date: 20-Mar-2017
Duties & Responsibilities:
  • Coordinating the interactions of the Contact centre representatives with the customers in respect to the processes, procedures and policies defined by the service.
  • Ensuring that the Contact centre representatives answer to the customers with courtesy, efficiency and professionalism.
  • Assisting the Contact canter representatives in providing appropriate solutions and answers to the customers’ questions and/or problems.
  • Ensuring that the Contact centre representatives take all the opportunities to promote our products and services (initial sales and «up-selling »).
  • Ensuring efficient use of Contact centre representatives’ time and ensure the respect of the schedule.
  • Alerting the direction of the Contact centre in case of problems or decrease of the service level, recommending and implementing appropriate solutions.
  • Participating in the analysis of daily, weekly and monthly activity reports and identifies opportunities to optimize the team’s performance and the level of service in general.
  • Evaluating the performance of the Contact centre representatives as per defined quality and quantity performance criteria’s.
  • Maintaining a high level of motivation in the team.
  • Proposing improvements to the existing processes, when required.
  • Ensuring that the team respects the corporate policies on confidentiality.
  • Recommending the necessary continuous training and assure a post-training follow-up of the Contact centre representatives.
Experience & Qualifications:
  • Minimum four years of experience ideally in front office contact centre environment.
  • Bachelor degree in Business Administrator or related filed/experience.
Skills:
  • Excellent Coaching and counseling skills.
  • Excellent time management, communications, decision making, presentation, human relations, and organizational skills.
  • Team spirit.
  • Motivator, dynamic and very good communicator.
  • Strong sense of initiative.
  • Good analytical skills.
  • Computer literacy knowledge (Microsoft).
  • Proficiency in Arabic and English (oral and written).
  • Strong personality with leadership traits.
Note: you will be required to attach the following:
1. Resume / cv
2. Passport-size photograph
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