seazen Hiring for Contact Center Supervisor at Kuwait Full Time

To supervise activities within the Seazen Contact Centre unit to achieve business goals & objectives. This position acts as the face of Seazen to our outside customers with a professional demeanor and strong communication skills. This position is considered a working supervisor, whose core responsibility is to oversee the company’s contact center. Duties include but are not limited to facilitation of call center specialists’ daily activities, monthly quality control reporting, and the handling of escalated calls and claims if any. The Contact Center Supervisor possesses the ability to multi-task, prioritize and maintain focus within the department. 

Key Responsibilities:

• Direct the daily activities concerned to the Contact Centre’s operations.

• Responsible for managing, coaching, and guiding call center officers to execute their tasks.

• Monthly performance measurement, monitoring, evaluating, and reviewing findings with agents to improve the efficiency.

• Participate in reviewing and training assessments of officers.

• Assist officers in resolving customer complaints and be a main source of information to officers.

• Notify the Contact Center Manager in case of any schedule special requirement to ensure it is implemented before the schedule is dispatched.

• Monitor contact center Service Level Agreements.

• Make sure that data recording is being executed with utmost accuracy and credibility.

• Ensure all contact center equipment are working in a good condition and report damage if any.

• Checking the daily distribution of customers’ feedbacks received from all channels.

• Ensure that Contact Centre weekly winners’ names are announced / sent as per the agreed criteria.

• Develop internal & external relationships & liaises with key areas in the business.

• Practice and ensure compliance with the organization’s policies and procedures and oversee the Manual Procedures are followed correctly.

• Ensuring that the team is meeting all targets and milestones in daily, weekly, and monthly basis as per the implemented contact center sales targets.

• Interview and make recommendations for open positions in the call center.

• Ensure that new joiners are given feedback of their performance during their probation period.

• Field incoming phone calls and emails from our customer base and troubleshoot and respond in a timely manner.

• Incumbent might be required to work some late-night shifts or on weekends.

• Promote Seazen’s Vision and Values.

• Other duties and responsibilities as assigned. 

Experience Required

Minimum 3-year Experience in same field.

Education Qualification

 Minimum a bachelor’s degree.