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Manager Call Center Operations
Publish Date 05/03/2019
Employment Type:
Full Time
Salary:
Salary Not Disclosed
Dubai / UAE
Education Level:
Bachelors Degree
Work experience
4 Year
Description:

4-5 years experience preferably in contact experience in telecom.
1 . Bears responsibility for the efficient handling of Prestige customer enquiries/
requests in the assigned function of the Contact Center
2 . Develops and implements key performance indicators for call agents and
develops strategies to increase operational efficiency
3 . Develops objectives/ targets for the assigned function and ensures that they
are translated into clear instructions and guidelines
4 . Identifies opportunities for up-selling and cross-selling within the assigned
function of the Contact Center and communicates them across the assigned
teams
5 . Keeps up close relationships with other sections of the Customer Care Center
to ensure the prompt and efficient resolution of customer complaints/
inquiries
6 . Ensure the diligent documentation and tracking of customer requests to
ensure efficient and timely handling of customer enquiries in keeping with
limitations of corporate reporting systems.
7 . Oversees the compliance with Client policies, procedures and guidelines for
all services provided by the assigned Contact Center function
8 . Reviews, Manage & monitor the overall performance and achievement of
targets of the assigned functions and reports & presents to Director Contact
Center Services
9 . Closely co-ordinate with HR &Training for the assigned function to ensure
continuous staff development and improvement of performance and service
quality
10. Provides clear direction, sets targets, prioritizes tasks and assigns
responsibilities for the Contact Center function
11. Effectively liaises with relevant sections to ensure prompt and efficient
solution of customer s complaints/ inquiries.
12. To monitor, coach, and provide feedback to Call Center Officers for the
purpose of their own development as well as enabling them to enhance the
performance of their teams.
13. To develop, implement, enhance, and edit working procedures policies, and
processes to ensure an effective and efficient workflow in the Call Center.
14. Manage the weekly/monthly staff and operations planning for the Call Center
to insure meeting the SL on daily basis.
15. Act as a focal point/ SPOC in the department internal strategic projects, and
represent the department in company projects.
16. To hire as well as oversee the interviewing/hiring of supervisors and agents.
Principal Functions:
Manage all activities of the assigned Prestige function to ensure prompt and efficient
response to Prestige customer complaints/ inquiries. Develops and implements key
performance indicators for all agents and develops strategies to increase operational
efficiency. Keeps close relationships within the Customer Care Center to support the
development of best in class servicing of customer complaints/ inquiries.

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