Call Center Supervisor

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Reporting To:
Client Experience Manager
Job Description:
Supervises employees whose major function includes regular contact with customers and other stakeholders, on social media and over the telephone and often where the clientele (internal and external) may have complex problems or be in situations where the atmosphere is strained or they request the assistance of the supervisor.
Duties And Responsibilities:
Establish And Maintain Strong Customer Relationships Through Outbound Initiatives Like Customer Updates, Welcome Calls And Awareness Campaigns.
Implement And Review Strategies And Mitigation Measures That Reduce Customer Effort In Consuming And Getting Our Services.
Implement And Constantly Monitor Outbound Initiatives And Supporting Campaigns For Companywide Growth.
Monitor Quality Of Interactions Between The Customer Care Agents And Customers, Check Logged Call Records And Applications For Accuracy, Content And Correct Errors.
Continuous Review Of Activity Codes (Call Reasons) To Understand Customer Behavior And Needs.
Analyze Quality Of Interactions Between Agents And Customers Through Call Simulations, Mystery Surveys And Offering Job Knowledge Tests.
Supervise Delivery Of Service Resolution Process To Guarantee Customer Satisfaction As Well As Managing Client’s Complaints.
Supervise Social Media Customer Strategy On LinkedIn, Twitter WhatsApp, Facebook, Google+, YouTube, And Slide Share.
Conduct Online Competitive Analysis On Competitors Including Digital Footprint Analysis At The Request Of The Contact Center Manager.
Analyze Voice Of The Customer (VOC) And Behavioral Information To Understand Why Customers Are Satisfied/Dissatisfied Along With Their Attitudes, Motivations Etc.
Implement And Maintain Effective Internal And External Quality Assurance (QA) Programs Fostering Continuous Improvement And Exceeding Service Level Agreement (SLA) Performance For The Call Center And All Touch Points.
Manage The Aggregate Call Quality Of 85% Standard Weighing.
Nurtures A Desirable Work Culture Conducive For High Productivity At The Workplace.
Complete All Related Tasks As When Necessary.
Qualification And Experience:
Degree In Sales And Marketing / Management Or Degree In IT
A Minimum Of 2 Years’ Relevant Experience In A Call Center Environment.
Excellent Communications Skills, Both Verbal And Written.
Good Communication And Interpersonal Skills With Stakeholders.
Ability To Multi-Task And Manage Multiple Priorities.
Strong Business Acumen And Analytical Skills.

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