CIC Supervisor at International Breweries

The key purpose of the role is to lead a team of telesales agents on behalf of the company who are responsible for contacting potential and existing customers to inform them about ABI's available product with the aim of selling using script.

Key outputs and responsibilities:

• Scheduling Teams
• Focused on daily staffing requirement to ensure the right number of agents based on skill set and preference are available for various Call projects at the right time.
• Scheduling Calls & Setting call target
• Analysis historical call data to schedule and optimize agents calls
• Report Analysis
• Prepares daily, biweekly and monthly report of agents’ performance ( Effectiveness, Coverage, Volume), Service levels across channels for staff and management use.
• Business Continuity Planning
• Create plans to deal with disaster situation such as IT system failure, civil disorder, crime, public transport disruption etc.
• Real time Performance Monitoring & Adherence
• Set Individual Volume Target based on the organization’s monthly LE split.
•  Liaise on behalf of the Agents to the stakeholders through the CIC Manager.

Key attributes and competencies:

• Analytical Skills
• Proficient in Microsoft Office
• Organizational & Communication Skill

Profile:

Education

• Minimum of Bachelor Degree in business related field.

Experience

• 3-4 years experience in similar role
• People management practices