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Call Centre Team Leader
Sobre el trabajo
The Team Leader will provide supervision and direction to a team of Call Centre Agents.
He/ She will be responsible for hiring, orienting, training, overseeing and evaluating their performances.
o To ensure complete understanding of the operation, brand philosophy of the cafe concept and group as a whole
o To process all external and internal calls in a timely manner
o To perform all duties in accordance with the Standard Operating Policies and Procedures
with the objective of maximising guest’s satisfaction
o To have sufficient product knowledge to be able to give guest recommendations in a confident and competent manner
o To check on the day-to-day operation through the LS System (the Business Unit’s computer system); making sure it is free from any discrepancy
o To check the order’s arrival list, prepared on a daily basis by an assigned Call Centre Agent, before being distributed
o To ensure that the workplace and surrounding areas are kept clean and organized at all time
o To comply with all the company’s statutory and legal requirements for fire, licensing and food handlingo To collect, analyse and prepare reports on call centre metrics (average handle time, average time in queue etc to ensure call centre agents are achieving desired service levels
o To allocate shifts and organize service personnel to ensure adequate staffing levels during business hours
o To conduct daily briefings and regular meetings to keep employees aware of processes, practices and expectations, further improvement plans, feedbacks on mystery shopping audits as well as to obtain employees’ feedback
o To assist in identifying trends and establishing call centre goals and targets
o To solve post-order issues such as returns, replacements, and any other issues that may arise from the order fulfilment process, including closure of complaints
o To make sure Call Centre Agents answer email guest enquiries in a timely manner using the appropriate email etiquette
o To motivate the Call Centre Agents providing monthly targets and objectives
o To review the performance of agents, identifying training needs and planning training
sessions along with the Training Department
o To carry out recruitment for the team ensuring incumbents are fit to the position and in line with the Company’s Values
He/ She will be responsible for hiring, orienting, training, overseeing and evaluating their performances.
o To ensure complete understanding of the operation, brand philosophy of the cafe concept and group as a whole
o To process all external and internal calls in a timely manner
o To perform all duties in accordance with the Standard Operating Policies and Procedures
with the objective of maximising guest’s satisfaction
o To have sufficient product knowledge to be able to give guest recommendations in a confident and competent manner
o To check on the day-to-day operation through the LS System (the Business Unit’s computer system); making sure it is free from any discrepancy
o To check the order’s arrival list, prepared on a daily basis by an assigned Call Centre Agent, before being distributed
o To ensure that the workplace and surrounding areas are kept clean and organized at all time
o To comply with all the company’s statutory and legal requirements for fire, licensing and food handlingo To collect, analyse and prepare reports on call centre metrics (average handle time, average time in queue etc to ensure call centre agents are achieving desired service levels
o To allocate shifts and organize service personnel to ensure adequate staffing levels during business hours
o To conduct daily briefings and regular meetings to keep employees aware of processes, practices and expectations, further improvement plans, feedbacks on mystery shopping audits as well as to obtain employees’ feedback
o To assist in identifying trends and establishing call centre goals and targets
o To solve post-order issues such as returns, replacements, and any other issues that may arise from the order fulfilment process, including closure of complaints
o To make sure Call Centre Agents answer email guest enquiries in a timely manner using the appropriate email etiquette
o To motivate the Call Centre Agents providing monthly targets and objectives
o To review the performance of agents, identifying training needs and planning training
sessions along with the Training Department
o To carry out recruitment for the team ensuring incumbents are fit to the position and in line with the Company’s Values
- Competitive salary with full benefits
- Provided with benefits
- Housing, Transport, Food, Telephone allowances.
- Departamento: Dirección Back Office Marketing y Ventas Catering
Sobre ti
o 2-3 years proven experience as a Call Centre Team Leader or similar position for a large-sized organization (preferably from the Hospitality/ Retail Industry)
o Fluent in both Arabic and English
o Proficiency in MS Office and call centre equipment/ software programs
o Excellent organizational and leadership skills
o Ability to remain calm and courteous under pressure
o Excellent interpersonal and communication skills (both verbal and written) o Excellent problem solving skills
o Guest-oriented - customer service skills
o Ability to work both independently and in a team
o Decisiveness and attention to detail
o Ability to prioritize tasks
o Fluent in both Arabic and English
o Proficiency in MS Office and call centre equipment/ software programs
o Excellent organizational and leadership skills
o Ability to remain calm and courteous under pressure
o Excellent interpersonal and communication skills (both verbal and written) o Excellent problem solving skills
o Guest-oriented - customer service skills
o Ability to work both independently and in a team
o Decisiveness and attention to detail
o Ability to prioritize tasks
- Idiomas requeridos: Inglés y Arábica.
La empresa
hosco Talent Search is a division of Hospitality Connection (hosco).
hosco Talent Search provides hospitality employers with a distinctive and highly efficient placement service for young talents in the industry. With a team composed of recruitment experts, hosco assists companies in the recruitment efforts of both interns, graduates and alumni.