Job details:
Job Title: Call Center Supervisor
Job classification: client care
Department: Customer Experience and Operations
Job location: civilian
Deadline: Sunday, March 19, 2023
Work summary:
• Oversee and lead a team of agents who provide customer service and support to subscribers and potential customers over the phone
job description :
Manage and direct the daily activities of Call Center Agents
Oversee, plan and manage functions related to the call center environment.
Acting as a source of information and answering questions from the operator or agents, assigning tasks, following up and giving instructions as needed.
Perform performance measurement, monitoring and evaluation of all agents to improve efficiency.
Ensure that team members receive the appropriate support and training to apply the best skills and knowledge to the job
Create daily statistical reports.
Lead the team to achieve pre-determined department goals.
Reviewing the performance of subordinates and developing a development plan.
Ensure that internal procedures are properly interpreted, properly maintained and effectively managed.
Follow up with the team to ensure efficiency and productivity.
Follow up on difficult cases and ensure that they are resolved in the most efficient manner
Coordinate with the quality team to ensure customer satisfaction.
Communicate and coordinate with other departments in order to better serve customers.
Ensure appropriate preventive and corrective actions to maintain quality standards and customer satisfaction.
Ensure effective coordination among team members.
Inform the call center manager of any complaints of concern and valuable information.
Provide support to other commercial registry departments requested by the direct manager.
Be responsible for maintaining the information security of MTN’s physical or informational assets that they access, use, or manage in accordance with company policies
Perform ad hoc duties as assigned by management.
Special notice:
MTN Sudan provides equal opportunities and fair and equitable treatment in employment to all persons regardless of race, gender, social origin, color, age, disability, religion, conscience, beliefs, political opinion, culture, language, marital status and family responsibility.
Work requirements:
Bachelor’s degree in Business Administration or any related field. • Minimum 2-3 years of relevant work experience. • Call center experience is a must.
required skills:
• Excellent communication skills. • Good interpersonal skills. • Initiative and flexibility. • Report writing skills
