• To ensure desired customer delight by providing satisfactory response to customer interaction.
• To achieve desired contact center business plan results for revenue & costs.
• Manage Customer Interactions through Inbound voice contact through his/her team for the various services.
• Identify steps in work processes.
• Identify improvement opportunities.
• Test improvement opportunities.
• Fully implement improvements with best results.
• Constantly monitor & review performance metrics for achievement of objective.
• To track & ensure closure of complaints.
• To effectively manage Contact Center operations for constant performance achievements.
• Constantly login an take an agent role to update himself of customers’ needs
• Manage his/her team quality through listening on constant basis to recorded and live calls
• Identify relevant training needs of agents and Team Leaders & ensure effective implementation.
• Effectively manage shift operations.
• Effectively manage people needs
• Prepare work/manpower schedules.
• Prepare contingency plans.
• Interface with IT/HR/ Training/Quality.
• Collate data & generate MIS report.
• Train & retain team in conjunction with HR for optimum performance.
• Mentor and develop the team
|Job Location:||Riyadh, Saudi Arabia|
|Job Role:||Customer Service and Call Center|
|Company Industry:||Call Centers & Customer Care Outsourcing|