Call Center Supervisor

General Information

Information Technology Group s.a.l. (Holding)
Job Type:
Date Posted:
Jun 19, 2020
Employee Type:
Full-Time Employee


 Receiving and responding to customers’ incoming requests by phone or by e-mail
 Offering customers the company’s products and services
 Keeping accurate records of discussions and correspondence with customers
 Handling, investigating and solving customer complaints, complex problems or any major incidents
 Ensuring that calls are answered by staff within agreed time scales and in an appropriate manner
 Monitoring service calls, observing employee behavior, technical accuracy and conformity to company policies
 Liaising with supervisors and team leaders to gather information and resolve issues
 Recording statistics, the performance level of the team and preparing reports to management
 Ensuring attainment of revenue goals and performance targets requested by management
 Studying and standardizing procedures to improve efficiency of subordinates
 Supporting the management in developing and/ or updating customer service policies and procedures and conducting training of staff
 Providing customer service team with proper guidance, training regarding procedures, company products, policies and regulations
 Taking accountability for performances affecting improvements in the division’s productivity
 Holding weekly and monthly effective staff meetings
 Escalating and communicating focal employee relations issues, concerns, and incidents to General Manager/Call Center Unit Manager
 Supervising and monitoring daily staff schedule and rotation
 Reviewing and evaluating call center team’s performance

Company Profile