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Integrated Contact Centre Supervisor

Job Position: Integrated Contact Centre Supervisor
Job Description: Virgin Mobile UAE - Dubai - Job Purpose: Providing day-to-day leadership of a team of Member Care Champions (agents) to achieve the highest level of customer service possible and ensure departmental goals are achieved. The Supervisor must demonstrate the highest standard of quality service, commitment and courtesy in dealing with cus-tomers and co-workers. Key Accountabilities: Facilitate teamwork and ensuring the effective day-to-day operations of call centre Day to day leadership of customer care champions, including HR management and employee en-gagement Provide guidance and/or help to staff in resolution of difficult customer questions and develop staff understanding of problem-solving process Ensure optimum staffing levels through efficient scheduling and adjustments to meet peak service demands; investigating and evaluating staffing models, and exploring impact of various staffing models on business objectives Re…