Call Center Supervisor

• Job Title: Fleet Call Center Supervisor
• Division: Operations
• Direct Reporting to: Transport Operation Manager
• Work Location: Abu Dhabi
• Salary: 7000 - 9000 AED per month full package

PURPOSE
As a Fleet Call Center Supervisor, your main responsibility is to oversee and manage the operations of the call center for a fleet management company. This role requires a combination of leadership, communication, and problem-solving skills to ensure efficient and effective customer service. You will lead and manage a team of call center agents, ensure the smooth operation of the call center, resolve customer inquiries and issues, analyze data to identify areas for improvement, and foster a positive work environment.

Main Accountabilities

• Responsible for supervising and managing the team of call center agents. This includes hiring, training, and coaching new agents, as well as providing ongoing support and guidance to existing team members.
• Set performance goals and targets for the team and monitor their progress.
• Conduct regular performance evaluations and provide feedback to help agents improve their skills and meet their objectives.
• Ensure that the call center operates smoothly on a day-to-day basis by monitoring call volumes and agent availability to ensure adequate staffing levels.
• Adjust schedules or assign additional resources during peak periods or in response to unexpected events or emergencies.
• Ensure that customer inquiries and issues are resolved in a timely and satisfactory manner.
• Handle escalated or complex customer issues that cannot be resolved by front-line agents.
• Analyze call center data and metrics to identify trends, patterns, and areas for improvement, including monitoring key performance indicators such as average handle time, first call resolution rate, customer satisfaction scores, and agent productivity.
• Promote teamwork, motivation, and morale among team members, recognizing and rewarding exceptional performance, providing ongoing training and development opportunities, and addressing any conflicts or issues that may arise.
• Support the workshop department to monitor and maintain the fleet of vehicles, ensuring safe and reliable transportation.
• Address and resolve any transportation-related issues or concerns promptly and effectively.

Required Skills and Qualifications:

• An associate's or bachelor's degree in business administration, communications, or a related field.
• Minimum of 10 years of experience in the same field.
• Proficient in Microsoft Office, CRM, QMS, and other related Call Center Software/Platform.
• Strong team management skills, including the ability to motivate, coach, and develop call center agents, along with excellent communication skills.
• Conflict resolution skills are essential for handling escalated customer complaints or conflicts among team members.
• The ability to analyze data, identify trends, and make data-driven decisions is important for a Fleet Call Center Supervisor.
• Customer-centric mindset with the ability to handle difficult or irate customers with professionalism and empathy.