Job Expired
Call Center Supervisor
Saria Consultancy PLC
Business
Marketing Management
Afar,Jijiga,Addis Ababa
2 years
6 Positions
2022-12-16
to
2022-12-25
Marketing Management
Full Time
Share
Job Description
Key Responsibilities
Assist in the formulation of targets for individuals and teams;
Conduct hiring, onboarding and coaching of new call center employees;
Provide team members with timely feedback including performance metrics & progressive disciplinary action;
Measure performance with key metrics such as call abandonment, calls waiting and inbound calls etc.;
Ensure adherence to policies for attendance, communication ethics, dressing codes and the like;
Answer questions from staff and provide guidance and feedback;
Anticipate escalation and take over calls when needed;
Develop techniques to optimize procedures and keep staff motivated to meet and exceed targets;
Create and maintain a motivating and positive working environment all the time;
Conduct performance reviews to evaluate productivity and recognize achievement;
Develop and execute coaching plans based on employee needs and as directed by management;
Keep senior management informed about recurring issues or complications;
Prepare monthly, quarterly and annual reports on the overall call center performance;
Perform any other related tasks assigned by his/her immediate supervisor
Job Requirements
Additional Qualifications:
Proficiency in English both writing and speaking
Excellent communication, interpersonal and leadership skills
Demonstrated leadership and administrative/organizational skills.
Able to work under pressure
Ability to influence and negotiate with others
Flexible and have a positive attitude
Good knowledge of local languages, speaking & reading
Ability to work with diverse people and cultures.
Qualifications: BA Degree in Marketing Management
Experience: Minimum Two years of experience as a call center Operator, supervisor or manager
Required Number of positions: 6 (Six)
Work Station: Addis Ababa, Jijiga and Afar
How to Apply
Send your Application Letter, CV, and other supporting documents via email: job@sariaconsult.com
Note: Write the position you are applying for in the subject line of the email!
Fields Of Study
Marketing Management
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