Bachelor’s degree in Business Administration, Statistics or equivalent.
5 years related experience in the Contact Center environment, operations, volume management and/or real-time management.
Skilled at using contact center technologies and systems (e.g. IVR, ACD, Recording applications and CRM)
Knowledge of contact center standards, procedures and metrics.
Analytical and Organizing skills and good ability to interpret data and reports.
Leadership skills and ability to mentor others in a contact center environment.
Team building skills and ability to work under pressure.
Excellent people management and motivational skills.
Excellent conflict management and problem solving skills.
Excellent interpersonal and communication skills.
Native Arabic speaker with excellent knowledge of English language skills which include: listening, speaking, writing and reading.
Skilled at contact center staff forecasting and scheduling using both spread sheet and WFM software.
Strong customer centered focus.
Effective time management skills with the ability to multi-task in a fast pace dynamic environment.
Ability to meet tight deadlines
Good decision making and problem solving ability.
Ability to coordinate workloads with peers and subordinates and obtains results through leadership and team building.
Solid understanding of performance management & coaching techniques.
Experience in handling customer queries/complaints/service requests in a customer service industry. CLIENT – Supply Department Tender No. A-15312 Section III 69
Statement of Functions
Supervises the activities of Customer Services Representative (CSR), Senior CSR and Team Leaders to ensure smooth functioning and error-free workflow and undertakes all activities related to the follow up of the various services provided by the Contact Center. Assists in developing the center’s performance and work procedures. Reports and analyzes the daily, weekly and monthly performance parameters as required. Reviews the significant events, observations and concerns with the superior and assists in resolving pending complaints, requests or inquiries.
Monitors and manages the CSRs and Team Leaders adherence to the Contact Center adherence policy e.g. AUX time, wrap-up time, AHT etc..
Monitors and follows- up with the Team Leaders handling of the open complaints, inquiries and requests and ensures that the daily call volume is handled in accordance with the agreed service level.
Works closely with the contact center management in areas of staffing, performance management and workplace policies/procedures as well as being responsible for leading and developing Contact Center employees to ensure the Contact Center is performing at optimal levels.
Supports the implementation of new business processes and technologies.
Participates in the establishment, update and implementation of operational metrics and standards.
Collects and evaluates data in preparation of reports to measure and improve productivity, quality, and implementing policies and procedures.
Audits, monitors and maintains performance results/opportunity areas/proposed actions to the management and corporate team in order to identify opportunities for process and system improvements.
Provides analytical and operations support to the contact center group for daily operations and strategic initiatives as well as communicates performance statistics to the Contact Center management.
Updates knowledge and skills for the subordinates on an ongoing basis.
CLIENT – Supply Department Tender No. A-15312 Section III 70
Act as a point for reference for Team Leaders, Senior CSR and CSR on all issues related to the various services provided by the Center and daily activities.
Contributes in the evaluation and implementation of the center technology to continuously improve service and internal/external customer satisfaction. Adapts to quickly changing business needs and processes.
Comply with the operating instructions and quality standards at all times.
Performs any other similar or related duties as & when assigned by CLIENT Contact Center Management.
Work Relations & Contacts
Has daily contacts with the Operation Manager to receive work directions, discuss & resolve issues.
Has regular contacts with customers to answer queries & solve problems
Has regular contacts with CLIENT departments to exchange information and follow-up the cases.
Accountability for Actions & Impact
Accountable for provision of full support and motivation to Contact Center subordinate staff.
Works according to established procedures & specialized technical standards.
Supervisor keeps advised of work progress & spot check completed work
Reports to: Operations Manager.
Gives Work Directions to: CSR, Senior CSR and Team Leader.
Start Date : 08/05/2017
Status : Waiting
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