Job description
Job Scope:
Manage, oversee, organize and coordinate the day-to-day activities and objectives of the contact center; lead and supervise the employees.
Main Responsibilities:
Qualifications & Skills:
Minimum Requirements:
Manage, oversee, organize and coordinate the day-to-day activities and objectives of the contact center; lead and supervise the employees.
Main Responsibilities:
- Oversee and lead the operations staff.
- Organize, supervise and evaluate the work of assigned staff.
- Manage the operations staff daily activities to ensure overall performance and quality objectives are met.
- Develop strong relationship with clients Follow up and assure that the providing service to is meeting their expectations.
- Handle customer complaint calls and ensure that they are resolved.
- Motivate agents and make sure that rules are followed.
- Monitor the submitted agents attendance ,leaves and vacations reports.
- Set the clients expectation and follow up on their requirements.
- Responsible for calls queue monitoring.
- Prepare Monthly tickets reports or any related report.
Requirements
Qualifications & Skills:
- Leadership skills.
- Time management skills
- Handle problems quickly and efficiently.
- Depth knowledge in contact center KPI.
- Microsoft office (Microsoft Word, excel, Outlook and PowerPoint).
- Team spirit, an outspoken team player.
- A high sense of responsibility and a keen eye for details.
- Excellent influencing skills.
- Ability to work under pressure.
- Patience.
- Strong verbal and written communication skills in both Arabic and English Language.
Minimum Requirements:
- Bachelor's degree in Marketing or any majors related to such position.
- Customer Relation Management or any other training will be a strong plus.
- 5+ Years of experience.