Amman - Jordan

Reference Number BCI-BGH-222

Date 12-09-2022

BCI Mobile, a leading retailer & distributor of smartphones, IoT, and Eco System Products in Jordan, is pleased to announce the following job opportunity; we are looking for an enthusiastic, dependable, and passionate Call Center Supervisor, to join our Customer Care team in Amman, Jordan. We’re looking for someone with a positive attitude, strong listening and problem-solving abilities, and who can ensure a memorable customer experience by providing world-class customer service. For more details, please review the below duties, responsibilities, and requirements:

Job Duties and Responsibilities:

  • Manages and directs the daily activities of the Call Center Agents including the overall responsibility over the “Voice of Customer” and Happy Calls.
  • Supervises plans and manages all functions related to the Call Center environment.
  • Carries out supervision, monitors daily calls, coaches, disciplines, and reviews all agents or operators to ensure responses are up to our standards.
  • Discusses with the TS & CC manager the rigid complaints for all Happy Calls and VOC
  • Manages, trains and guides Call Center Agents to execute their tasks
  • Act as an information source and answer Call Center Agents’ inquiries, follow up, and give instructions as needed.
  • Evaluate the agent’s performance and provide on-the-job training for the newcomers, and continuous coaching regarding communication, soft skills, and knowledge.
  • Prepares schedules, monitors attendance of Call Center Agent, schedules suitable breaks and shifts.
  • Submits weekly status reports for the VOC and Happy Calls (total of taken calls, pending and resolved issues).
  • Submits weekly report for “Calls evaluation”
  • Submits daily, weekly & monthly reports for all call center KPIs.
  • Follows up with agents on closing all complaints either by calls or e-mails.
  • Performs other duties as and when requested by the direct manager.

Job Specifications:

  • Bachelor’s Degree in Business Administration, Marketing, or any equivalent field.
  • 5-7 years experience in Call Center.
  • Proficiency in MS Office.
  • Excellent English Language in both reading and writing.

If you’re interested and wish to join our team, submit your resume to the following email address or register via our career platform, create your profile, and APPLY NOW!

Apply Now