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Operations Supervisor

  • Operations/Management
  • Egypt

Job Description :

Monitor inbound & outbound calls and evaluate employee performance concerning the quality of service offered through all channels.Provide clear insight into performance drivers and the levers which impact performance.Perform mystery calls to ensure accurate and consistent information delivery to the customers.Manage auditing reports for Customer Care activities & transactions.Give recommendations for process improvements based on the customer experience and feedback.Design quality rules and guidelines to achieve the highest performances with team managers.Hold calibrations and meetings with managerial and non-managerial level teams to find common grounds and sustain system stability.Conduct presentation & business simulation with new hiresCompile and track performance for teams and individual levels.Respond to all operations assigned tasks. 

Job Requirements :

Experience in E-commerce is an advantageFamiliar with new instrumental analysis techniquesEager to work in a team environment and share know how – easily adapts to new situations and changesLikes problem analysis and solvingKeen attention to detail

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