Contact Centre Supervisor Serco UAE

To support Serco’s continuous delivery of world class services, their team is looking for a Contact Centre Supervisor who will supervise, develop and lead a team of Contact Centre team leaders and agents to achieve and exceed customer, client, department and company objectives. Also role holder is required to provide on going performance monitoring & implement strategies for addressing Customer Service performance issues. Additionally, to help in implementing and reviewing procedures & policies of department. The end goal is to serve the customers well by delivering a high standard, efficient customer service and to represent the organization in the possible best way.

Responsibilities of Contact Centre Supervisor

• Ensure efficient and continuous services are available to the client sites 24/7.
• Ensure that Key Performance Indicators (KPIs) as per Service Level Agreements (SLAs) of each project set up in the Computerised Aided Facilities Management (CAFM) system are not breached.
• Implement site specific customer relations service delivery systems.
• Resolve escalated and complex customer issues escalate / notify the manager when required.
• Utilizing the CAFM system and/or a Case Management system to maximize efficiency.
• Supervise the Contact Centre Operators and receive calls & log information accurately.
• Design the roster to ensure the team cover the workload required 24/7.

Qualification & Experience

• Bachelors or associate degree holder in business administration or related discipline.
• Minimum 5 years in similar role and 2 years minimum in a supervisory role.
• 2 years experience of preparing performance reports.
• 1 year crystal reporting experience.
• Ideally experience in use of CAFM system.

Skills & Knowledge Desired

• Good communication and interpersonal skills at an individual and team level.
• Excellent phone manner.
• Excellent customer handling skills.
• Excellent email handling skills.
• Excellent data entry skills.
• Ability to work in an individual and team environment.
• Sound analytical skills.
• Able to work alone with minimal supervision or as part of a team.
• Domain knowledge is a preference
• Good Technical skills (MS office, Power point, Excel & Word).
• English spoken and written is essential
• Arabic is a must.
• Knowledge of the property and facility management.
• Technical knowledge of building services operations.
• Have understanding in the principles of Quality Assurance and working procedures.
• Have an understanding and experience of using computerised logging systems.

Senior Team Leader PDLV Serco UAE