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Call Center Supervisor

1 month ago

Doha, Qatar Ajwan Group Full time

**Key Responsibilities**:

- Reaching the Target Sales on a Daily Basis: Ensure that the call center team consistently achieves the daily sales targets by motivating and guiding agents to maximize sales opportunities.
- Team Management: Lead and supervise a team of call center agents, ensuring their adherence to established protocols and maintaining service quality standards.
- Order Management: Oversee the accurate and efficient processing of food orders received over the phone, ensuring that each order is prepared and delivered correctly.
- Customer Assistance: Provide exceptional customer service by addressing inquiries, resolving issues, and maintaining a professional and friendly demeanor during interactions.
- Direct Phone Orders: Handle phone orders directly for pick-up and advance orders, assisting customers with all necessary information and support.
- Quality Assurance: Monitor and assess call center agents' performance, provide constructive feedback, and implement coaching to enhance the team's performance.
- Data Management: Maintain accurate records of customer information, orders, and inquiries in the call center database or CRM system.
- Shift Planning: Optimize shift scheduling and coverage to accommodate high call volumes during peak periods.
- Reporting: Generate regular reports on call center performance, including key metrics such as call volume, response times, and customer satisfaction.
- Training: Assist in training new call center agents and provide ongoing training and development to enhance their skills.
- **Qualifications**:_
- **Prior experience in a call center environment, **with preference given to those in the food service industry.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and proficiency in managing difficult customer interactions.
- Familiarity with call center software and CRM systems.
- Effective leadership and supervisory skills.
- Attention to detail and accuracy in order processing.
- Ability to work in a fast-paced environment, especially during high call volumes.
- Flexibility to work varying shifts, including evenings and weekends when required.
- Languages: English, Arabic (Plus)
- NOC Must & Valid QID

**Job Types**: Full-time, Permanent

Ability to Commute:

- Doha (required)

Ability to Relocate:

- Doha: Relocate before starting work (required)