Supervisor-Call Centre

Job Description

Transguard Group was established in 2001 and has diversified significantly, we lead in the fields of Cash Services, Security Services, Manpower Services, Facilities Management & Aviation. Transguard Group is the UAE’s most trusted business support and outsourcing provider and has a large, dynamic, and culturally diverse workforce with 50,000 employees!

We are currently recruiting for a Supervisor-Call Centre to join our Cash team in Dubai Head Quarters Dafza.

Scope

To manage and operate the development and implementation of administrative systems and procedures to support the operational teams.

Responsibilities

Call Centre

• The Call Centre & NBSP; Supervisor will work together with the Call Centre Management and team members to ensure the professional and effective operation of all aspects of the Call Centre
• They will directly supervise the operators on a day-to-day basis helping them perform their duties effectively
• They will work towards achieving all targets set with the goal of providing a first-class service to all clients
• The Supervisor must ensure that daily task rosters are provided to equally distribute tasks to the CSR's
• He / She must be able to practice multitasking and assist in receiving calls with the representatives during peak and month-end period when necessary

Skills Hard

• Reporting skills
• Record / Document Management
• Performance Management
• Corporate Social Responsibility

Soft skills

• Leadership skills
• Conflict Resolution
• Critical Thinking
• Customer Service Orientation
• Effective Communication
• Effective Listening
• Team Management Skills
• Telephone Etiquette

Knowledge - Experience (Preferred)

• School Leaver (+ 2years)
• 2-3 years in a Similar Position in the Industry
• 1-2 years in a management role
• 1-2 years of experience in the Middle East