Contact CenterProject Manager Jeddah - Talent Pal

وصف

Purpose of Role:

To lead the directionof the contact center within the contact center department. Toensure that highperformance standards are achieved through creatinga high caliber qualityfocused Contact Center Department as well aseducating and motivating staff to attain high levels ofproductivity and future management positions.

Scope & Responsibilities:

• To lead manage and develop teams of staff in a highvolume highpressure customerorientated environment.
• To coach monitor and provide feedback to team leaders /Supervisors to enable them to enhance the performance of theirteams.
• Align contact center policies &systems with the companys objectives.
• Tomaintain and enhance the companys standards of customerservice.
• To hire as well as oversee theinterviewing/ hiring of supervisors and agents.
• Plan organizational structure job titles and jobdescriptions.
• To develop and implement workingprocedures and practices to ensure the effective and efficientoperation of the Contact center.
• Createoperating processes with the appropriate measures and monitors toensure continuous improvement.
• Contribute tothe development and implementation of strategic vision for theDepartment.

PerformanceObjectives:

• Align contact centerpolicies & systems with the companys objectives.
• Planning and implementation of organizational structurejob titles.
• Ensure continuousimprovement.
• Contribute to the development andimplementation of strategic vision for the Department.
• Maintain and enhance the companys standards of customerservice.
• Manage the weekly/monthly staffoperations planning for the Contact center to insure meeting the SLon daily basis.
• Plan organizational structurejob titles and job descriptions in coordination with HR deptaccording to business need.
• Develop andimplement working procedures and practices to ensure the effectiveand efficient operations of the call center.
• Create operating process with the appropriate measuresand monitors to ensure accurate reporting and continuousimprovement.
• Handle escalated customer casescalls and complaints by phone or face to face and close the case tocustomers happiness.
• Conduct educationalsessions to contact center management team to raise their skill barand performance development.
• Create the careerpath for all levels within the contact center according with HRDept along with creating internal career development for each ofthe management staff.

Skills

Experience andExpertise:

• UniversityDegree
• 5 years of experience working incustomer service & contact centers environments of which 23years of managerial experience.
• Ability towork under pressure and to deadlines.
• Successful track record of developing &motivating employees.
• Demonstrated leadership& communication skills.
• Strongproblemsolving skills with the ability to generate creativesolutions to work situations.
• Experience inwireless technology and communications is preferred.
• COPC & Six Sigma (Blue belt black belt) certifiedwill be adding value