- To lead manage and develop teams of staff in a high volume highpressure customerorientated environment.
- To coach monitor and provide feedback to team leaders / Supervisors to enable them to enhance the performance of their teams.
- Align contact center policies & systems with the companys objectives.
- To maintain and enhance the companys standards of customer service.
- To hire as well as oversee the interviewing/ hiring of supervisors and agents.
- Plan organizational structure job titles and job descriptions.
- To develop and implement working procedures and practices to ensure the effective and efficient operation of the Contact center.
- Create operating processes with the appropriate measures and monitors to ensure continuous improvement.
- Contribute to the development and implementation of strategic vision for the Department.
- Align contact center policies & systems with the companys objectives.
- Planning and implementation of organizational structure job titles.
- Ensure continuous improvement.
- Contribute to the development and implementation of strategic vision for the Department.
- Maintain and enhance the companys standards of customer service.
- Manage the weekly/monthly staff operations planning for the Contact center to insure meeting the SL on daily basis.
- Plan organizational structure job titles and job descriptions in coordination with HR dept according to business need.
- Develop and implement working procedures and practices to ensure the effective and efficient operations of the call center.
- Create operating process with the appropriate measures and monitors to ensure accurate reporting and continuous improvement.
- Handle escalated customer cases calls and complaints by phone or face to face and close the case to customers happiness.
- Conduct educational sessions to contact center management team to raise their skill bar and performance development.
- Create the career path for all levels within the contact center according with HR Dept along with creating internal career development for each of the management staff.
- University Degree
- 5 years of experience working in customer service & contact centers environments of which 23 years of managerial experience.
- Ability to work under pressure and to deadlines.
- Successful track record of developing & motivating employees.
- Demonstrated leadership & communication skills.
- Strong problemsolving skills with the ability to generate creative solutions to work situations.
- Experience in wireless technology and communications is preferred.
- COPC & Six Sigma (Blue belt black belt) certified will be adding value
Contact CenterProject Manager Jeddah - Talent Pal
وصف
Job DescriptionPurpose of Role:
To lead the direction of the contact center within the contact center department. To ensure that highperformance standards are achieved through creating a high caliber qualityfocused Contact Center Department as well as educating and motivating staff to attain high levels of productivity and future management positions.
Scope & Responsibilities:
Performance Objectives:
Skills
Experience and Expertise:
This job has been sourced from an external job board.
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