سرپرست خدمات پس‌ازفروش عملیات

Job Description

Position description: An After sales supervisor is a coordinator between agents (at least 30 people) and the management team who is mostly sitting near agents and monitor their productivity to achieve and improve business goals (raise the bar). An After Sales Supervisor is responsible for: ● Interview, hire, train, and prepare Return Center representatives to respond to customer/Sellers’ questions and complaints and troubleshoot problems with services or products. ● Ensure agents understand and comply with all return center objectives, performance standards, and policies. ● Answer agent questions regarding best practices or difficult calls. ● Talk to unhappy/angry customers who complain of agents or services and need more help. ● Identify operational issues and suggesting possible improvements. ● Prepare reports and analyzing data to assist management as they determine call center goals. ● Work with other supervisors and management team members to support agents and maximize customer satisfaction. ● Hire and onboard new employees. ● Measure the performance of agents and give effective feedback and help them to improve. ● Ensure adherence to policies for attendance and established procedures. ● Meet monthly contact center performance goals for customer satisfaction, quality, productivity, and key performance metrics. ● Take care of service level and promise to achieve defined KPIs. ● Monitor agents’ performance and provide feedback's and ensure all the KPIs are being achieved. ● Coordination between other supervisors and departments. ● Provide required reports and use them to improve service level.