Call Center Director

الوصف الوظيفي
Determine the Call Centre operational strategy by conducting reviews, capacity planning, and cost/benefit analyses; evaluating state-of-the-art technologies; defining user requirements and customer-service standards, contributing to organizational strategic plans and reviews.
Developing and improving customer interaction and voice response systems; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
Accomplishes call centre human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Meets call centre financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
Prepares call centre performance reports by collecting, analysing, and summarizing data and trends.
Maintains professional and technical knowledge by tracking emerging trends in call centre operations management; reviewing professional publications; benchmarking state-of-the-art practices etc.
Conducting effective resource planning to maximize the productivity of resources (people, process and technology).
Lead a customer care strategy focusing on service delivery and operational excellence working with key strategic partners.
Create a strategy to deliver inbound and outbound service excellence and develop innovation strategies to ensure delivery of Digi-care and automation in line with brand and experience requirements.
Ensure digital channels and operations deliver on our commercial and service priorities focusing on driving satisfaction, commercial return and efficiency.
Evaluate performance with key metrics (Service levels, Quality scores, Voice of customer,…..etc)
Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets
المهارات
Minimum 15 years of relevant experience
A good understanding of the market dynamics in the Telecom sector.
Hands on knowledge about Call centre operations
Strong customer service competencies
Bachelor’s degree in related field
Highly creative with experience in identifying target audiences and devising campaigns that engage, inform and motivate
Up to date with the latest merchandising trends and best practices
Excellent verbal and written communications skills
Strong listening, presentation and decision-making skills
Commercial acumen and the ability to “decode” customers
تفاصيل الوظيفة
منطقة الوظيفة قطر
قطاع الشركة الاستعانة بالمصادر الخارجية لخدمة العملاء; الاتصالات والشبكات
طبيعة عمل الشركة غير محدد
الدور الوظيفي خدمة العملاء ومركز الإتصال
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة 1
المرشح المفضل
المستوى المهني إدارة عليا
عدد سنوات الخبرة الحد الأدنى: 12
منطقة الإقامة قطر
الشهادة بكالوريوس/ دبلوم عالي

https://www.bayt.com/ar/qatar/jobs/call-center-director-4598489/