CALL CENTRE SUPERVISOR

HR World Limited on behalf of our reputable client, we are looking for a call center supervisor to organize & direct the staff of a call center. S/he will be responsible for assessing their work & give them feedback to maximize performance.

RESPONSIBILITIES:

• Assist in the formulation of targets for individuals & teams
• Answer questions from staff and provide guidance & feedback
• Anticipate escalation and take over calls when needed
• Devise ways to optimize procedures and keep staff motivated
• Measure performance with key metrics such as call abandonment calls waiting etc.
• Ensure adherence to policies for attendance, established procedures etc.
• Keep management informed on issues and problems
• Prepare monthly/annual results and performance reports
  
  

QUALIFICATIONS:

• Bachelor degree in Business Administration or related field
• Proven experience as call center supervisor or similar supervisory position
• Experience in customer service is essential
• Proficient in English; Good knowledge of Hindi Language will be a definite plus
• Working knowledge of MS Office
• Outstanding communication
• Excellent organizational and leadership skills
• Ability to work under pressure
  
  

Interested candidates may send their CV to recruitment@hrworld.co.tz before 23rd November 2020