The purpose of the Care Supervisor is to supervise the groups of team leaders and manage the related account metrics; this includes key areas of impact such as Care operational objectives and enhanced performance. Key responsibilities include: Meet the Operational OKRs to the needed satisfaction like CSAT(customer/captain satisfaction), FCR(first call resolution) , IR(Issue resolution), Quality performance, AHT (Average handle time), absenteeism, adherence, reduction in Credit Added etc. Monitor and coach team leaders in an effective way Ensure quality of service to the highest standards. Analyse and evaluate operational results and take appropriate actions for enhancing performance. Co-ordination with other related teams to achieve objectives Handle the account’s daily operational and real time issues like leaves, absenteeism, adherence, real time operational performance. Conducting yearly evaluation of teams. Propose new ideas and suggestions to add value to the operations Attend the review calls and prepare and present the analysis and reports as needed.
Requirement Summary:The ideal candidate will have a passionate commitment to improving the lives of people, an insane focus on excellence and customer service, and a strong alignment with our core values: being bold, focused, agile and collaborative.
5 Years work-experience in the Call Centers industry, with 2 years minimum in a leading position. IT Skills: Good knowledge of Windows operating environment, Word, Excel & PowerPoint is a must Languages: Very Good command of Arabic and English (oral/written), second language is a must in international accounts. Ability to work a full-time shifts schedule including nights, weekends, and holidays. Good communication skills (both written and spoken) Leading and Managing people and Change Analytical Thinking, Decision Making, Problem Solving Planning, organizing, quality and customer focus