اعلان توظيف صادر عن شركة اورانج في مجال الكول سنتر (خدمة العملاء)

اورنج
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.

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