Key Responsibilities:
- Manage a team of contact center agents
- Manage the outbound telemarketing agents including reporting as per the guidelines provided.
- Ensure the quality of the calls made is clear and audible by the agent.
- Ensure the product (as per the campaign) is clearly explained to the prospective customer by the agent.
- Ensure the KPIs are met by the team.
- To ensure premium (as per KPI) is achieved on a monthly basis.
- Clear and audible calls to customers by the agents.
- No miss-selling by the agent.
- Be fully aware of the product features and benefits and train the agents accordingly.
- Report any wrongdoing.
- Hiring, training, and preparing call center representatives.
- Answering agent questions regarding best practices or difficult calls.
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.
- Preparing reports and analyzing data to assist management to determine call center goals.
- Working with other supervisors and management team members to support agents and maximize customer satisfaction.
Knowledge and Initiatives
- Update self on technical, product expertise and Internal departmental policies in the assigned area to enhance the quality of contribution to DTC .
Compliance
- Ensure avoidance of any fraud, financial losses, customer service issues and adverse audit comments. Compliance with FATCA / OFAC & PEP guidelines (when applicable)
Required Qualifications:
- Good knowledge of English and Arabic.
- Good Communication skills.
- Presentable.
- Previous supervisory function.
- Strong understanding of company products, policies, and services.
- Ability to coach, train, and motivate employees and evaluate their performance.
- Good problem solving, leadership, and customer service skills.
- Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours.
- Adhere to working hours
- Ensure maximum time (apart from break time) is spent on outbound calling by the agent.
- Need to listen to Agent calls and provide appropriate feedback.
Competencies
- Strong communication skills
- Competent in Microsoft office tools & advanced Excel skills
- Analytical skills
- Problem solving skills
- Self-driven and result oriented
