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Call Centre SupervisorJOB SUMMARY / PURPOSETo ensure the smooth operations of the Call Centre which is engaged to understand the customer concern & to convey/transfer the same to the operation team or relevant department. A customer service supervisor will act as a liaison, provide product/services information, and resolve any emerging problems that our customer might face with accuracy and efficiency. They must be patient, empathetic, a problem solver, communicative, ensure excellent service standards, respond efficiently to customer inquiries/escalations, and maintain high customer satisfaction.Responsibility:• Identify and list all job areas or accountabilities this position shall perform: Mention them by importance or degree of significance or accountability; in a sequence (the main role/responsibility /accountability ones first, followed by lesser degree ones.)• Detail each Area or Accountabilities as Task or Steps Where do you begin (first), process (middle) and the end-result... (last) on each area or accountabilities• Always adhering to the call center procedures and policies for all calls.• For professionally handle the customer call as per the company standard.• Assist in the formulation of targets for individuals and teams• Answer questions from staff and provide guidance and feedback• Anticipate escalation and take over calls when needed• Measure performance with key metrics such as call abandonment, calls waiting etc.• Ensure adherence to policies for attendance, established procedures etc.• Keep Customer Care Manager informed on issues and problems• Prepare daily/monthly/annual reports• To provide personalized customer service to the highest level.• To prepare and circulate aging, monthly & daily reports to the Execution Team whenever requested.• Prepare various reports on service request, incidents & work orders for the execution team.• Building customer s interest in the services and products offered by the company.• Handling first level of escalation.• Listing to calls to provide feedback to the customer service executive.• Monitoring of daily client reports sent to the clients.• Preparing monthly reports to the client.• Support functionality during absence of Customer Care ManagerQUALIFICIATON: GraduateKNOWLEDGE, SKILL AND ABILITY: Good Knowledge of MS Office, Email Communication, CAFM systems.JOB SPECIFIC SKILL IF ANY: Good Process Knowledge, Good Communication, Good Knowledge of Email and Chat Communication.SPECIFIC LANGUAGE IF ANY: English or Arabic.Location: Dubai, UAE

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