Call Center Supervisor
Job Location : Dubai, United Arab Emirates
Job Description :
• Train the Call Center Agents to respond efficiently and accurately to callers, explaining about the Driving Licensing Services, Vehicle Testing Services, available offers & promotions
• Train & monitor the Call Center Agents on the customer journey process, available payment options, required documents, transport options, transfer files, rescheduling / cancelling classes, Driving Institute/Testing Center, such as timings, location & services
• Ensure call center agents understand and comply with all call center objectives, performance standards, and policies
• Assist agents regarding best practices or difficult calls
• Supervise & monitor if the calls are routed to appropriate departments as per the enquiries
• Monitor & maintain call logs & ensure minimizing abandoned calls
• Identifying operational issues and suggesting possible improvements
• Monitor and evaluate agent performance, provide learning or coaching opportunities, and take corrective action, if necessary
• Preparing reports and analyzing data to assist management as they determine call center goals