Overview
Call Center Supervisor Jobs in Riyadh, Riyadh, Saudi Arabia at ANAS Academy LONDON
Title: Call Center Supervisor
Company: ANAS Academy LONDON
Location: Riyadh, Riyadh, Saudi Arabia
Call Center SupervisorJob Purpose
To supervise Contact Center operations and monitor the performance of the customer communication and lead management team, with the objective of improving customer experience, enhancing follow-up quality, increasing response and enrollment rates, and ensuring accurate documentation of customer data within CRM systems and approved communication platforms.
Duties & ResponsibilitiesLead Management & Follow-Up
- Follow up on leads received from marketing campaigns, the website, WhatsApp, Intercom, and social media platforms.
- Distribute leads to communication representatives based on specialization, campaign, or customer interest level.
- Monitor the status of each lead from the initial inquiry until enrollment or closure.
- Classify customers according to their level of interest: Hot Lead / Warm Lead / Cold Lead / Not Interested.
- Ensure that all notes are documented clearly and accurately within the CRM system.
Communication Team Supervision
- Direct communication representatives with clear and specific tasks.
- Monitor team performance on a daily or weekly basis.
- Review call quality and customer response methods.
- Train the team on consultative selling and understanding customer needs before presenting a program.
- Support team members in handling customer objections related to price, accreditation, timing, and employment opportunities.
Customer Journey Improvement
- Ensure customers receive accurate information regarding programs, fees, study system, certificates, and accreditations.
- Improve the customer experience from the first point of contact through enrollment completion.
- Prepare standard response templates for frequently asked questions.
- Follow up with customers who requested contact at a later time or did not complete registration.
- Escalate recurring customer feedback to management or the marketing team to improve campaigns and content.
Systems & Platforms Management
- Use CRM systems to manage leads and update customer information.
- Use Intercom to manage inquiries received through the website.
- Use WhatsApp, Wati, or Bevatel to communicate with customers through approved channels.
- Monitor tags and filters and ensure the accuracy of customer classification within systems.
- Identify and report any technical or operational issues affecting customer follow-up processes to the relevant department.
Reporting & Analysis
- Prepare periodic reports on communication performance.
- Measure the number of calls, responses, response rate, enrollments, and qualified leads.
- Analyze reasons for non-enrollment or withdrawal.
- Analyze the most frequently asked questions and objections.
- Provide the Marketing team with customer feedback to improve future campaigns.
- Monitor lead quality based on source: advertisements, website, WhatsApp, referrals, or direct campaigns.
Key Performance Indicators (KPIs)
- Daily and weekly call volume.
- Call response rate.
- Number of qualified leads.
- Number of enrollments generated through communication activities.
- Lead-to-enrollment conversion rate.
- Accuracy of CRM documentation.
- Follow-up response time.
- Accuracy of customer classification based on interest level.
- Number of objections and inquiries documented and analyzed.
Required Skills
- Strong communication skills.
- Ability to understand customer needs and match them with the appropriate program.
- Consultative selling skills.
- Team management and performance monitoring.
- Data analysis and reporting skills.
- Proficiency in CRM systems and communication platforms.
- Strong organization and documentation skills.
- Ability to handle customer objections effectively.
- Good understanding of marketing campaigns and the customer journey.
CV Summary
Call Center Supervisor responsible for managing and following up on leads generated through marketing campaigns and communication platforms, guiding the communication team, and improving follow-up quality and enrollment outcomes through CRM systems, Intercom, and WhatsApp. Responsible for analyzing customer feedback, measuring performance indicators, and developing consultative selling approaches to improve conversion efficiency and customer experience.