وظيفة مشرف مركز اتصال لدى عسيب في الرياض

Job Purpose

Lead and supervise the daily operations of the Call Center team across voice and social media channels for the company's restaurant brands. The Call Center Supervisor is responsible for workforce management, workload monitoring, ensuring Service Level Agreement (SLA) compliance, developing team performance, maintaining an up-to-date knowledge base, and driving continuous improvement of the Customer Relationship Management (CRM) system. The role requires close coordination with the Quality and Complaints departments while supporting the Call Center Manager in achieving operational excellence and customer satisfaction.

Key Responsibilities

• Workforce Management & SLA Achievement
• Prepare staff schedules, shift plans, and break allocations for voice and social media channels based on forecasted contact volumes.
• Monitor real-time workloads, queues, and channel traffic, and reallocate resources as needed to maintain service levels.
• Ensure all Service Level Agreements (SLAs), including service level, response time, and resolution time, are consistently achieved, and proactively escalate potential risks.
• Monitor occupancy, attendance adherence, and shrinkage, taking corrective actions whenever necessary.

Qualifications & Requirements

• Bachelor's degree in Business Administration or a related field.
• 3-5 years of experience in a Call Center environment, including 1-2 years in a supervisory or Team Leader role. Experience in the restaurant, food & beverage, or hospitality industry is preferred.
• Hands-on experience with Workforce Management (WFM), Contact Center platforms, CRM systems, and Social Media Management tools.
• Strong knowledge of Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and Quality Assurance standards.
• Basic knowledge of Artificial Intelligence (AI) tools and their application in daily operations.
• Strong coaching, communication, leadership, and problem-solving skills.
• Advanced proficiency in Microsoft Excel and reporting.
• Fluent in both Arabic and English (written and spoken).
• Willingness to work shifts, weekends, and peak business seasons.