Supervisor Operations

talabat

Employer Active

Posted 14 hrs ago

Experience

2 - 7 Years

Job Location

Egypt - Egypt

Education

Bachelor of Arts

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

WHAT S ON YOUR PLATE?

  • Support Team Leaders in day-to-day operations to secure complete orders and achieve team members' operations targets.

  • Improve customer experiences and customer satisfaction by assisting team leaders with all required tools and skills for order inquiries, transactions, and complaints resolution.

  • Conduct daily, weekly, and monthly coaching sessions for Team Leaders to identify improvement areas and chart action plan with rigorous follow-up.

  • Review and analyze team leaders performance trends consistently and frequently.

  • Communicate performance results and goals to Team Leaders.

  • Provide feedback and training recommendations.

  • Manage turnover to ensure enough agents are available to meet staffing

  • Manage, review, and analyze service-level performance.

  • Review productivity reports and take corrective action for any team deviation.

  • Support day-to-day work processes in the contact center.

  • Lease and coordinate with the operations support team to ensure a smooth and dynamic operations platform.

  • Leading special projects within the call center to enhance and improve operations dynamics.

  • Collaborate with internal stakeholders in order to provide support in managing offers and campaigns to ensure the timely completion of tasks.

  • Attend daily, weekly, and monthly business review meetings

  • Attend monthly business review meetings with shared services to align business goals.

  • Review and analyze team performance reports and take corrective action.

Desired Candidate Profile

WHAT DID WE ORDER?

  • 3-5 years of full-time professional experience in the call center is a must.

  • 2 years of experience as a supervisor/ team leader is a must.

  • Lean Six Sigma Yellow Belt certification is required.

  • The capability of using Microsoft Office products.

  • Advanced English (written and spoken)

  • Project management knowledge.

  • Time Management Skills.

  • Analytical and Problem-Solving Skills.

  • Communication Skills (Written and Verbal).

  • Strong leadership skills

  • Customer Service Skills, Organizing Skills.

  • A Bachelor's degree is a must.

  • Flexibility with rotational shifts.

Company Industry

  • Internet
  • E-commerce
  • Dotcom

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • Supervisor Operations

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talabat

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