Call Centre Supervisor

University of Doha for Science and Technology (UDST) - Profile:

University of Doha for Science and Technology (UDST) is the first national applied University in the State of Qatar, offering applied Bachelor’s and Master’s degrees in addition to certificates and diplomas. UDST has over 50 programs in the fields of Engineering Technology, Business Management, Computing and Information Technology, Health Sciences, Continuing and Professional Education and more.

With over 600 staff and more than 6,000 students, UDST is the destination for top-notch applied and experiential learning. The University is recognized for its student-centered learning and state-of-the-art facilities. Our faculty are committed to delivering pedagogically-sound learning experiences with incorporation of innovative technological interventions, to further enhance students’ skills and help develop talented graduates who are proudly serving different sectors of the economy and contributing to the achievement of human, social and economic development goals nationally and internationally.

University of Doha for Science and Technology - Admissions and Registration Directorate - Profile:

The Admissions and Registration Directorate invites applications for the position Call Centre Supervisor. Reporting to the Manager, Registration, the successful candidate will supervise the activities carried out at the Call Centre of the University and ensure that queries of callers are addressed appropriately.

Duties & Responsibilities:

The successful candidate will develop and Implement operational Strategy assessments to improve the performance of the University Call Centre.

The successful candidate will manage and oversee the effective and professional operation of the University’s Call Centre, ensuring that accurate information is provided to UDST community while supporting functional units in the Admissions and Registration Directorate.

The successful candidate will manage the Universities Call Centre by overseeing the Call Centre agents and Call Centre dashboard. He/she will motivate and support Call Centre agents through providing them with feedback on performance.

The successful candidate will attend to phone calls and respond to voice mail messages and emails sent to designated email address in a professional and timely manner.

The successful candidate will manage and respond to all emails sent to the general University email address in a professional and timely manner and support the Admissions and Registration Directorate by advising applicants of admission status, placement test scores, and other information as requested.

He/she will support the Admissions and Registration Directorate by advising applicants of admission status, placement test scores, and other information as requested and Assist the Manager, Registration with the hiring and re-hiring of Call Centre agents.

The successful candidate will prepare and update work schedules for Call Centre agents and review, approve, and submit monthly electronic timesheets of Call Centre agents.

Other responsibilities include to ensure Call Centre agents are provided with updated information to be shared with the public and update the Call Centre Training Manual as required.

Qualifications

Education and Certifications:

Bachelor’s degree in business, administration or other relevant field is required

Master’s degree and/or professional certification is preferred

Experience:

Minimum 6 Years Of Experience Is Required

Language:

Fluency in written and spoken English language is required

Fluency in written and spoken Arabic language is required

Other Required Skills:

Ambitious and self-motivated team player with a high standard of professional integrity. Good knowledge Organizational Awareness and Service Excellence. A proactive can-do attitude to work and good time management skills are essential. Reliable and dependable with a desire to lead by example and an ability to juggle multiple priorities without compromising quality. Effective problem-solving skills and the ability to develop effective working relationships across all levels of the organization is required. Service design and implementation & Process design and efficiency is required to be successful in this role.