-Monitor and lead 70+ Call Center Agents
-Lead queries from customers and handle VOC, Complaints, etc.
-Detect opportunities for improvement in AHT, Service Level, Queue Time, FCR, etc. and implement required changes in this regard
-Analyze daily performance reports and take required action for performance improvement
-Implement weekly feedback program
-Improve the defined KPIs for customer service, like NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other measurable Metric
-Empower and Engage the Customer Service Team
-Work effectively with all peers like Commercial, Finance, Marketing, Logistics, Fulfillment and specially operation departments to negotiate and influence customer improvements
-Minimum bachelor degree in engineering, management, communication fields
-Strong English skills (both written and spoken)
-Very strong knowledge in Excel, PowerPoint, Visio and word
-Proven background for minimum 3 years as supervisor of a team with 20+ people in call center/contact center
-Strong leadership and communication skills
-Strongly data oriented and customer centric
-Ability to judge and make decision
-Being familiar with 5S, 6Sigma and Kaizen is a plus
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Digikala Group is a leading e-commerce organization with a firm grip in multiple online industries including consumer goods, fashion & apparel, e-books, content publishing, digital advertising, big data, fintech, FMCG and logistics. The company operates through its subsidiaries including Digikala, DIGISTYLE, Fidibo and digipay representing nearly 92% of Iran’s online retail market share.
With exponential growth of its customer base around its subsidiaries, the future for Digikala Group is bright and abundant. The company is dedicated to build upon its strong foothold in e-commerce and help more consumers and businesses around the MENA region to create more possibilities online, helping to boost the region’s promising economy with world-class standards in technology and service.
At Digikala Group, the focus is on building for the future and increasing our presence in the markets we currently hold stake. Creative ideas, wild imaginations, teamwork, and thoughtful execution that are consumer-centric driven is encouraged at Digikala Group, maintaining a concentrated effort on innovative technology and service to the marketplace year-after-year.
500 employees or more
Retail, Shop & Supermarket
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