Call Center Manager

il y a 3 jours

Dbayeh Service Rd Lebanon Gray Mackenzie Retail Lebanon Temps plein 40 000 $US - 60 000 $US par an
Company Description

Spinneys the leading supermarket retailer in the Middle East, with hypermarkets and supermarkets currently operating in Lebanon.

Spinneys was first established in 1924 by Arthur Spinneys in the suburbs of Alexandria Egypt, to provide consumers with a friendly shopping environment where they can find high quality fresh produce, groceries, and baked goods at a fair price.

Spinneys opened its doors to Lebanese shoppers in 1948 in the old Beirut Souks, and went on to expand its stores in Raouche, Verdun, Hamra and Jnah, to offer customers a convenient one-stop shopping experience.

Due to civil war happening in Lebanon at that time, Spinneys stopped their operations in 1976. However, they overcame these challenges, reopened their doors twenty-two years later, and pioneered the concept of hypermarkets in Lebanon in 1998 through a new flagship store in Dbayeh. As this success was tremendous, it led Spinneys to expand its branches and open additional stores across Lebanon once again.

Job Description

The Call Center Manager is responsible for planning and implementing strategies and operations of the call center. Ensures system and process functionality and productivity. Manages the staff and work closely with other departments at the company.

Duties and Responsibilities:

Performance Management:

  • Manage plans and functions related to the Call Center work area
  • Manage the call center to achieve quantitative and qualitative objectives

Operations Management and Scheduling:

  • Organize and direct the day-to-day activities related to the operations of the Call Center
  • Act as a source of information and answers agents' questions, assigns tasks, follows up and gives instructions as necessary
  • Contribute to the design and implementation of change programs and projects which impact the Call Center

Reporting:

  • Monitor and analyze reports
  • Conduct periodic surveys of customers and potential customers to ensure quality control

Customer Engagement:

  • Provide support, report & resolve problems, and customer complaints
  • Encourage feedback and customer insight to enhance the customer experience

Relations Management:

  • Build and maintaining effective internal and external stakeholder relationships
  • Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis

Team Management:

  • Maintain staff by orienting, and training employees
  • Provide on-going leadership and support to team
  • Resolve any staff issues and escalate any unresolved issue to superior
  • Ensure on-the-job training using training checklists
  • Recommend disciplinary action as needed following established policy
  • Control knowledge of procedures and ensure their strict implementation
  • Give clear responsibilities to the team
  • Provide assistance and organize good communication with the team
  • Organize and maintain departmental communication system that encourages staff participation
  • Manage shift schedule to include trainings, vacations, leaves, and backups
  • Ensure department staff is informed of policy changes
  • Involve the team in service and activities
Qualifications
  • Between 3 and 5 years of experience in related field
  • Bachelor's degree in marketing or any related field

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