Job Description

About The Cloud At The Cloud, we empower underutilized kitchens and restaurants across the world to make the most of their resources and increase the number of orders, by using the latest technology, online marketing, and a creative approach. Our Purpose is Maximizing Kitchen Efficiency and Delivering Happiness to our customers. Job Purpose The Call Center Supervisor organizes and directs the call center agents. They are responsible for assessing their work, giving them feedback that maximizes performance, and train new team members. Key Responsibilities and Tasks Manages the call center's team Demonstrate leadership and assist agents for their questions and concerns Handles calls from customers and assist/Lead in problem solving along with his team Monitor and Improve agents' productivity continuously Review Mystery Shopper Reports and communicate with respective stakeholder for improvement Respond to emails from various stakeholders (kitchens, aggregators, logistics etc.) Review order's health report such as order delivery time, customer details etc. Prepare performance reports for kitchen, logistics, CC team, SMEs etc. along with the Head of Operations Run daily/weekly briefings with call center team (Daily business summary, training subject, complaints, reviews, performance) Brief CSR team regularly on operating the systems for: The Cloud dashboard, online platforms, Integration platforms, internal communication channels, telecom/ CRM system etc. Communicate and train agents on any new SOPs or system implementations Ensure the SOPs provided by management are adhered by the CSR team Maintain the SOPs and ensure it is updated on timely basis Follow up with the different partners for any escalation Liaise with restaurant partners to address their feedback if any Work on various reports such Daily Business Summary, Review reports, chargeback reports, Chargeback matrix & 86 Item management, abandoned call report, brand visibility Tracker, and any other ADHOC reports Escalate issues to management reported by any restaurant partner or aggregator Communicate internally within The Cloud to address any issues encountered such as menu mistakes, wrong timings, locations, requested menu modifications, etc. Prepare team's schedule Monthly brand sanitation Ensure all the calls are answered by the CSR team Maintain the SLAs assigned by HOD for various operational sections Ensure all assigned reports are submitted on time Any Other Jobs as per the Operation's requirement Qualifications Bachelor's degree in marketing, business, or related field Experience Experience working with brand image and promoting value through customer experience Exceptional ability to communicate and foster positive business relationships Minimum 4 years' experience in Call Center Familiarity with telemarketing software Skills Problem-solving and conflict resolution skills Communication skills Analytical skills Organizational and multitasking skills Leadership skills Job Types: Full-time, Permanent Application Question(s):

• Ready to Join Immediately?

• Arabic (Required)
• English (Required)

• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Required)