Call Centre Supervisor

Job description

Job description:

Manage and assist your team of advisors in all their issues
Supervise the daily work of advisors assigned to your team
Assessing the advisors work and give them feedback to maximize their performance
Take calls that your advisors can’t handle and be available when an advisor appears to need assistance
Motivate and encourage advisors through positive communication and feedback
Evaluates the advisers of your assigned team based on evaluation parameters and reports

Reporting to:

Director of Operations
Call Centre Operations Manager
Call Centre Performance Officer
Call Centre Performance Manager

Evaluated by:

The management team
Anonymous evaluation by team members

Payment scheme:

Basic Salary
Commission

Responsibilities

Manage and assist your advisers in all their issues
Keep the management informed on issues and problems
Ensure compliance with company policies and procedures
Inform your advisors for any new information provided by the management
Ensure that your advisors use the systems properly
Prepare weekly/monthly results and performance reports
Provide feedback and information for tasks which management will assign you to investigate
Provide suggestions for actions which should be taken for your advisors
Manage by walking around. Be visible to answer questions.
Spend the majority of your time to be on top of them to hear and check how they perform with the applicants (on calls and emails).
Supervise the daily work of advisers assigned to your team
Assessing the advisors work and give them feedback to maximize their performance
Take calls that your advisors can’t handle and be available when an advisor appears to need assistance.
Motivate and encourage advisors through positive communication and feedback
Evaluate your advisers based on evaluation parameters and reports
Ensure that your advisors follow their timetable and inform the necessary people for any changes
Ensure that your advisors apply their leave request if and only if they receive a written approval from the management. For every request, you should provide to the management your suggestion
Open/Close the Call Centre when needed depending on the time schedule
Responsible for evaluating the performance of the advisors based on the number of calls, offer letters/application fees/deposits received for each advisor
Responsible of keeping and maintaining the agreed KPI’s for each adviser assigned in your team
Responsible for evaluating the monthly and quarterly KPI’s for each adviser assigned in your team
Responsible for setting up synergy between the student advisers concerning the offer letters and provide any information needed in liaison with the Performance
Manager and Performance Officer
Any other tasks as assigned by the Management

Requirements

Bachelor’s degree
Leadership/Supervisory skills
Organizational skills
Results/Data oriented skills
Computer skills
Verbal and written communication skills
Motivation skills
Attention to detail
Judgement
Multi-tasking skills

Method of Application

All applicants should apply via this link.