Required Supervisor - Casual Dining Call Centre - M.H. Alshaya Co, Kuwait

Responsible for managing a shift within a country specific Call Center supporting home deliveries for the Food Division.

    Arabic and English speaking
    Demonstrated experience driving measurable results through Customer Order Management ideally
    Know how to handle Customer Objections
    Know how to up-sell

Responsibilities:
    Assign and monitor the targets and KPIs of the Sales Associates
    Supervise and coordinate the activities of Sales Associates.
    Act as  Sales Associate when required
    Monitor  and Maintain Service Level  Agreement (SLA) provided by Sales Associates
    Prepare, review and publish MIS reports as per the Business Unit’s requests.
    Monitor Outbound / Telemarketing call when scheduled and prepared relevant Reports
    Receive escalated calls or complaints and act accordingly
    Start of Day / Shift Briefing meeting with the Sales Associates
    Monitor non available product  list
    Ensure that the daily promotion are registered and communicated to the Sales Associates
    Prepare the shift MIS reports
    Control that the Systems, Communication equipment and Network are up and running;
    Implement contingency plan when Systems and / or Communication are down.
    Monitor attendance

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