Call center Supervisor

WHEELSHARE company operating in the field of SMART MOBILITY,

OPERATES cooperative and innovative stations for renting wheelchairs in hospitals and other public centers, in Israel and abroad.

We are recruiting an experienced Call center Supervisor.

Job description:

- Telephone support for customers, including handling escalation calls and providing solutions

- Ongoing management of call center agents - Responsibility and commitment to meet targets

- Onboarding and mentoring new agents

- Managing the professional knowledge domain

- Conducting feedback sessions and personal conversations

- Implementation and control of work processes, building management routines, agent training

- Analyzing reports and data

- Providing specific solutions for exceptional events, extracting insights, and implementing comprehensive event investigation procedures

Role requirements:

- Experience working in a telephone service center - mandatory

- Experience in team management - an advantage

- Ability to lead employees to achieve goals

- Ability to analyze work processes and management routines

- Knowledge and experience in in-service training, conducting feedback sessions, and conducting guidance

- Organizational skills and the ability to lead processes

- Excellent leadership skills and interpersonal relationships

- Proficiency in Microsoft Office, with a focus on Excel - mandatory

- High-level English proficiency - mandatory