Senior Manager - Workforce Support Centre

الوصف الوظيفي
The Senior Manager – Workforce Support Centre will lead and manage the Workforce Support Centre. The Workforce Support Centre plays a pivotal part in the volunteer journey by acting as the first point of contact for all Expo Volunteers telephone and email enquiries relating to the offering, training and shift scheduling stages. Main responsibilities for this role include: - Work closely with the Volunteer, Training, Workforce Systems and Workforce Services teams to gather the necessary information to train support centre staff to ensure compliance with Expo 2020 and Workforce guidelines; - Present regular updates to the Head of Workforce on the volume and content of volunteer queries to inform training and help minimize queries; - Develop, create and implement workflows, policies and procedures for the support center staff; - Oversee and establish standards governing volunteer interactions and design call monitoring programs; - Utilize specific contact center software and equipment to manage volunteer data and track stats for call management; - Ensure all communications with volunteers are captured in the CRM & Workforce Management System; - Prepare and analyze regular reports on the progress of interactions/actions; - Provide leadership, training, development and coaching to support centre staff. Actively engaging and supporting the development of your team to ensure a positive volunteer experience.
المهارات
8+ years of experience in a Management role at a similar or larger volume call centre that delivers positive guest interactions, answers varied guest questions and resolves negative guest situations, as well as:
- A Bachelor’s degree in a relevant field of study;
- Experience in leading a contact centre team from start up through operation;
- Excellent interpersonal skills, capable of dealing with staff at all levels;
- Experience with planning schedules, shifts and rosters for a large team;
- Ability to think creatively, highly-driven and self-motivated;
- Ability to work under pressure according to tight deadlines;
- Excellent relationship management and communication skills;
- Flexible and resilient, ability to perform in a “fluid” environment.
تفاصيل الوظيفة
منطقة الوظيفة دبي, الإمارات العربية المتحدة
قطاع الشركة خدمات الدعم التجاري الأخرى
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي غيرذلك
نوع التوظيف --
الراتب الشهري غير محدد
عدد الوظائف الشاغرة 1
المرشح المفضل
عدد سنوات الخبرة الحد الأدنى: 8 الحد الأقصى: 10
الشهادة بكالوريوس/ دبلوم عالي

*** تقدم على الرابط التالي : Apply on the following link ***
https://www.bayt.com/ar/uae/jobs/senior-manager-workforce-support-centre-3956843/