Call Centre Supervisor

Responsibilities

• Manage and assist your advisers in all their issues
• Keep the management informed on issues and problems
• Ensure compliance with company policies and procedures
• Inform your advisors for any new information provided by the management
• Ensure that your advisors use the systems properly
• Prepare weekly/monthly results and performance reports
• Provide feedback and information for tasks which management will assign you to
investigate
• Provide suggestions for actions which should be taken for your advisors
• Manage by walking around. Be visible to answer questions.
• Spend the majority of your time to be on top of them to hear and check how they perform
with the applicants (on calls and emails).
• Supervise the daily work of advisers assigned to your team
• Assessing the advisors work and give them feedback to maximize their performance
• Take calls that your advisors can’t handle and be available when an advisor appears to
need assistance.
• Motivate and encourage advisors through positive communication and feedback
• Evaluate your advisers based on evaluation parameters and reports
• Ensure that your advisors follow their timetable and inform the necessary people for any
changes
• Ensure that your advisors apply their leave request if and only if they receive a written
approval from the management. For every request, you should provide to the
management your suggestion
• Open/Close the Call Centre when needed depending on the time schedule
• Responsible for evaluating the performance of the advisors based on the number of calls,
offer letters/application fees/deposits received for each advisor
• Responsible of keeping and maintaining the agreed KPI’s for each adviser assigned in
your team
• Responsible for evaluating the monthly and quarterly KPI’s for each adviser assigned in
your team
• Responsible for setting up synergy between the student advisers concerning the offer
letters and provide any information needed in liaison with the Performance
Manager and Performance Officer

• Any other tasks as assigned by the Management