Customer Service Supervisor
AIR ARABIA
We recruit a Customer Service 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 standards; Maintain and improve call center operations by:- Monitoring system performance;- Identifying and resolving problems;- 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; Responsible for setting and meeting performance targets for speed, efficiency and sales; Prepare Call Center performance reports by collecting, analyzing, and summarizing data and trends; Monitor random calls to improve quality, minimize errors and track operative performance; Maintain professional and technical knowledge by tracking emerging trends in call center operations management, attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, participating in professional societies; Managing, with the assistance of team leaders, all Call...
Maroc : Casablanca-Mohammedia
2014-05-19
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