التاريخ
عن هذه الوظيفة
Education & Experience:
- >10 years’ experience in customer service and call centers is a must.
- 5 years in managerial position
- Bachelor`s degree in Business, Computer science or English Language
Key Accountabilities:
- Build Call centers strategy for short and long term, including the ability to build action plans for implementation.
- Work transversal with all departments at customer relations to secure the alignment are in place.
- Ability to build strong continuity plan to secure the continuation of the business in case of crises
- To lead the team of coaching and training to make sure that agents are call center have the highest level of all needed skills
- Lead and manage the call centers ( front and back office ) transformation and operational performance
- lead and manage the Call Centers the digital transformation for the call centers and for the digital assets
- Work for the compliance with the COPC benchmark to support and maintain the certification process.
- Integrate the seamless customer experience from digital care into the call center operations.
- Build the team capacity to face the new challenges required from the vision and mission of the unit
- Execution and management of the outsourcing strategy to secure the quality , availability, Service Level , etc.. at the same time manage the cost of outsource at acceptable level
- Setting goals and objectives for the call center and monitoring performance to ensure that objectives are met
- Developing strategies to improve customer satisfaction and loyalty through better service, faster response times, and increased transparency.
