Senior Call Center Supervisor
Mission:
Determine Call Center operations by:
Conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
Defining user requirements, establishing technical specifications, and production, productivity, quality, and customer-service standardsMaintain and improve call center operations by:
Monitoring system performanceo Identifying and resolving problemso Preparing and completing action plans
Completing system audits and analyses
Meet Call Centre financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analyzing variances and initiating corrective actions
Managing, with the assistance of team leaders, all Call Centre operations including supervision, staffing, call answering facilities, technical resourcing, queuing, reporting, analysis, forecasting and liaison with other departments.
Managing staff through ensuring best practice in mentoring, training, supervision, disciplinary and grievance with the assistance of team leaders; setting individual objectives and monitoring individual performance. Briefing and coaching for periodic promotions adhering to established telesales practices and procedures.
Planning and managing shifts so as to ensure maximum staffing at peak times and minimum staff during less busy periods whilst enabling staff to have regular breaks, including meal breaks where appropriate.Manages planned and unplanned alerts.
Qualifications, Experience and Skills :
- Essential: Bachelor’s degree preferred or extensive experience in business/Call Centre/airline activities
- Airline experience an advantage
- Minimum 5 years overall experience of Call Centre operations or Customer relations
- Wide exposure to Call Centre operations and related practices and precedents
- Able to use Word, XLS, create and maintain databasesExcellent verbal reasoning skills
- Excellent interpersonal skills
- Commercially aware; previous experience of business/operations management and advantage
- Able to work periods of long, unsocial hours and cope with periods of high stress
- Numerical reasoning skills of a high standard; able to compile statistical reports, identify trends and make productive recommendations from analysis of results
