11 Oct
SureFlow
Dubai
We are looking for a Technical Call Center Supervisor with a focus on Software Engineering needs to blend both managerial and technical skills to ensure smooth call center operations, while maintaining a strong focus on the technology, software performance, and system efficiency. Salary range AED 6,500 - 7,500
**Job Requirements**:
- Qualifications: Minimum BSc in Software Engineer or similar
- Experience: Minimum 2 to 3 years’ experience in a Call center with technical support services. Extensive experience working with clients from the European region, with a deep understanding of their needs and preferences.
- Leadership Skills: Proven ability to lead and develop teams, with a history of meeting and exceeding KPIs.
- Problem Solving: Strong problem-solving skills, with the ability to stay calm and focused under pressure.
- Communication: Excellent verbal and written communication skills, capable of conveying instructions clearly and effectively. English is a must
- Customer Focus: A deep commitment to delivering exceptional customer service in a high-end, fast-paced environment
**Technical Call Center Supervisor Responsibilities**:
A- Team Management & Leadership
- Supervise and lead a team of technical support agents, providing guidance on resolving software-related issues.
- Conduct regular training on software updates, troubleshooting protocols, and new tools for team development.
- Monitor performance metrics (KPIs) to ensure the team meets quality and efficiency standards, especially concerning software support.
B- Technical Troubleshooting & Issue Resolution
- Oversee the diagnosis and resolution of complex technical issues reported by customers.
- Work closely with the engineering team to escalate and resolve critical bugs or software malfunctions.
- Implement processes for identifying recurring technical issues and providing feedback to the development team for fixes or enhancements.
C- Call Center Technology Management
- Manage and optimize the call center’s software infrastructure (CRM systems, ticketing platforms, VoIP systems, and automated call distribution).
- Ensure the call center systems are integrated smoothly with the organization's software products and back-end systems.
- Collaborate with IT and development engineers to improve system performance, scalability, and uptime.
D- Collaboration with Development Engineering
- Act as a liaison between the call center and engineering teams,
ensuring that feedback from users reaches the developers.
- Coordinate with the engineering team on software deployments, feature releases, and bug fixes to ensure smooth transitions and customer satisfaction.
- Participate in product testing, providing feedback on user experience, and working with engineers on technical improvements.
E- Customer Support & Quality Assurance
- Develop and implement quality assurance protocols to ensure that all software support tickets are resolved effectively and efficiently.
- Review customer feedback and complaints to identify areas for improvement in both the call center’s processes and the products.
- Ensure high customer satisfaction by optimizing the support experience and minimizing downtime or disruptions caused by software issues.
F- Data Analysis & Reporting
- Analyze data related to call center operations, focusing on software-related issues, resolution times, and recurring problems.
- Create detailed reports on software performance, customer interactions, and call center efficiency, providing insights to both the management and engineering teams.
- Use data-driven insights to suggest improvements to both the products and the support process.
G- Support Documentation
- Ensure the development and maintenance of detailed documentation for all products-related procedures, FAQs, and troubleshooting guides.
- Work with the product team to ensure that technical documentation is clear and user-friendly for both call center agents and end-users.
H- Process Improvement
- Continuously look for ways to improve call center processes, particularly as they relate to handling technical issues and supporting software users.
- Introduce new tools or technologies that improve the efficiency of the call center’s technical operations.
- Stay updated with the latest industry trends and best practices in call center operations and software support.
**Duties**:
1. On boarding & Training: Develop and implement onboarding programs for new hires, ensuring all team members are trained in customer service standards, upselling techniques, and quality control measures.
2. Technical Training for Agents: Ensure that the team is trained on technical aspects of the software, such as installation,
configuration, and troubleshooting.
3. System Monitoring: Regularly monitor call center systems to ensure they are functioning as expected and troubleshoot any technical issues that may arise.
4. Product Knowledge: Stay updated on the latest software versions, features, and updates
▶️ Call Center Supervisor
🖊️ SureFlow
📍 Dubai