Skills necessary for the position of customer service supervisor
Proficient in communication skills and providing distinguished customer service.
Ability to use Microsoft Office programs.
Good understanding of English and Arabic.
Proficient in using various technological tools and telephone equipment.
Knowledge of performance evaluation procedures.
Ability to negotiate and provide appropriate solutions to problems.
Possessing organizational and leadership skills.
the ability to handle work stress.
Job Title: Hospitality Contact Center Supervisor, Healthcare Sector
Location: Doha,Qatar
About Us: BPO+ is a leading manpower provider dedicated to delivering exceptional performance. We are seeking a dedicated and skilled Hospitality Contact Center Supervisor to join our team. This individual will play a pivotal role in ensuring the smooth operation of our contact center, handling a team of call agents, auditing calls, and preparing performance reports.
Qualifications and experience:
- Bachelor’s degree in a related field or equivalent work experience
- Proven experience in contact center management, preferably in a healthcare or hospitality setting
Job Requirements:
- Strong proficiency in English, both written and verbal.
- Additional language proficiency is a plus.
- Excellent communication and interpersonal abilities.
- Strong leadership and team management skills
- Proficiency in call center software and CRM systems
- Proficiency in computer skills, with expertise in data analysis tools, MS Office products (including Power BI and VBA), and any relevant software used in the role
- Analytical and problem-solving skills
- Attention to detail and ability to multitask.
- Knowledge of healthcare industry regulations and customer service best practices.
Key Responsibilities:
As the Hospitality Contact Center Supervisor, you will be responsible for:
Setting Performance Targets: Determine performance targets for the helpline call center to ensure high-quality service delivery.
Recruitment and Onboarding: Participate in the recruitment process, hire new call center employees, and oversee their onboarding.
Team Management: Provide guidance, feedback, and support to team members, fostering a friendly and motivating work environment.
Training: Train new employees, ensuring they are equipped with the necessary skills and knowledge.
Performance Measurement: Implement KPIs and metrics to monitor and measure call center performance, including call interruptions and wait times.
Compliance: Ensure that the team adheres to company policies and procedures, promoting a culture of compliance.
Reporting: Prepare and present regular reports on call center performance, including monthly, quarterly, and annual reports.
Communication: Attend meetings and regularly meet with senior management to report on the progress of the call agent team, addressing any recurring issues or challenges.
Attendance and Evaluation: Manage staff attendance and conduct performance evaluations to drive continuous improvement.
Call Auditing: Regularly audit calls to ensure quality and adherence to established protocols.
Staff Meetings: Organize and lead regular staff meetings with the call agent team to discuss updates and improvements.
Customer Service: Provide product and service information to callers by answering questions and offering assistance, ensuring excellent customer service.
Quality Improvement: Identify areas for improvement and recommend changes to enhance the quality of services provided.
Equipment Maintenance: Ensure that equipment and technology are operational by following established procedures and reporting malfunctions.
Data Management: Compile work volume statistics for accounting purposes and maintain records of customer requests and complaints.
Job Types: Full-time, Permanent
Salary: QAR5,000.00 – QAR6,000.00 per month
Experience:
- Contact Center Supervisor: 3 years (Required)
Language:
- English (Required)
Shift availability:
- Day Shift (Required)
- Night Shift (Required)
- Overnight Shift (Required)
