What is the overall purpose and objective of this position (why does this position exist?)
Plan, manage, and ensure the delivery of quality customer service by the call center.
Key Responsibilities:
- Participate in setting the Call Center strategies.
- Ensure effective participation in translating Customer Service and Call Center strategies into operational plan.
- Set, follow-up and control Call Center objectives and key performance indicators based on the company's corporate objectives.
- Prepare Call Center yearly budget.
- Analyze the actual vs. budget results on a quarterly basis, and take preventive actions to reduce unnecessary excessive costs.
- Participate in the products development, testing, launching and improvement of new services, through delivering new ideas, feedback, and recommendations to the concerned entities.
- Transfer and follow-up un-resolved requests and complaints with the concerned staff and entities.
- Maintain, update and improve the techniques and the tools of Call Center Unit that guarantee effective and efficient practice.
- Interview and select Call Center candidates.
- Develop knowledge of latest call center technologies.
- Analyze Call Center daily, weekly, monthly, seasonal, and yearly statistics, detect customer behavior trends, and suggest ways of improvements.
- Ensure effective participation in developing and improving company’s work environment.
- Lead, develop and motivate team members to reach optimum performance and achieve corporate, department and unit's objective.
- Perform any duty or assignment requested by management.
- Responsible for Contributing to the enhancement of customer satisfaction.
Work experience requirements (including required years of relevant experience):
Minimum 5 years in Customer Service domain (including 3 years as Call Center Supervisor).
Education Requirements:
Bachelor Degree
Requirements:
- Excellent communication skills.
- Very good management and leadership skills.
- Very good command of English and Arabic.
- Very good reporting skills.
- Good command of M.S. office.
- Budgeting abilities.
- Planning and organizing skills.
