Call centre support supervisor - female - saudi arabia, al malaz
We are a reputed organization looking for experienced call center support supervisor.
the purpose of the role: the purpose of this position is to support the call center support manager with specific regards to the running of specialized projects within the telephone bureau, recruitment, training, wages, the provision of management information, and administration.
what this role has to deliver:
•responsible for quality of interviews conducted.
•real time training/coaching given to interviewers.
•back up to management (when leave/sick/capacity)
•conducting interviews/ quality audits when required.
•supervise a team of interviewers and capturers.
•responsible for the hr / files / contracts of the interviewers
•motivation of interviewers
•conduct regular stats meetings with interviewers and capturers.
•manage projects daily. effective resource allocations
•daily shift reports
•daily/weekly status reports
recruitment & training
•to manage the administration of the new quality database with regards to empowerdex and training of call center staff.
•to manage the administration process of recruitment of new interviewers (schedule of interviews).
•conduct competency-based training of new interviewers
•do training needs analysis on call center staff as and when required, and identify training needs based on this as well as qc support information.
scheduling and management of the learnership.
minimum skills and knowledge:
•relevant tertiary education an advantage
•at least 2 years supervisory experience
•own transport
•fluent in english / arabic / with any additional languages an advantage
•pc literate: excellent in excel / word
•strong numeric abilities
•excellent communicator
•ability to work shifts
[email protected]
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