Shift Supervisor

• Executes operations during scheduled shifts.
  
• Monitoring operations team responsiveness & coordination with operations manager.
  
• Anticipates customer needs by constantly evaluating the nature of frequent inquiries.
  
• Ensure smooth operational processes according to the set KPIs.
  
• Meet relevant KPIs and assurance to team s productivity.
  
• Fill in with hands-on support to the call-centre agents at times of gaps and absences.
  
• Must motivate, guide and support all relevant personnel in operations.
  
• Maintaining good level of discipline and service standards.
  
• Enhance operational capabilities and deliver services better, faster and efficiently.
  
• Develops positive relationships with shift team by understanding and addressing individual motivation, needs and concerns.
  
• Maintains a calm demeanor during periods of high volume calls or unusual events.
  
• Communicates information and necessary updates to operations manager.
  
• Abide to operational policies and procedures, including safety and security.
  
• Organizes opening and closing duties as assigned.
  
• Assists in training by positively reinforcing successful performance to new & exiting staff.
  

Requirements

• Preferably a graduate in business administration.
  
• At least 3 years of experience being shift incharge or supervisor.
  
• Experience in fleet management and customer support solutions.
  
• Aware of industry best practices, standards their impact on customer service levels.
  
• Professional written, verbal communication and interpersonal skills.
  
• Ability to thrive under pressure and work independently in a fast-paced environment.
  
• Solid organizational and time management skills.
  
• Preferably with a Valid UAE Driving License & owns a vehicle.