Senior Operations Manager (Saudi Nationals Only)

Job Description and Requirements
The typical tasks in your day include:

Managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations
Carrying out needs assessments, performance reviews and cost/benefit analyses
Identify processes
Setting process, SLA and KPIs.
Ensuring all relevant communications, records and data are updated and recorded;
Manage collectors
Maintaining up-to-date knowledge of industry developments and involvement in networks;
Coordinating staff recruitment and liaising with Talent Acquisition staff
Reviewing the performance of staff, identifying training needs and planning training sessions;
Recording statistics, user rates and the performance levels of the center and preparing reports;
Handling the most complex customer complaints or inquiries;
Organizing staffing, including shift patterns and the number of staff required to meet demand;
Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.
Requirements

The best candidates would possess the following skills and experience:

5+ years in running call center operations for different services and functions - minimum agent base 20
Experience with CRM systems preferably Salesforce, Zoho or Pipedrive
Building call center process and monitoring quality
Experience in different services - sales, customer service, complaints, CRM, collection…
Experience in different roles- agent, quality, process improvement, recruitment and supervisory and managerial roles
Saudi National

*** تقدم على الرابط التالي : Apply on the following link ***
https://www.akhtaboot.com/en/saudi-arabia/jobs/riyadh/115910-Senior-Operations-Manager—Saudi-Nationals-Only—at-Vezeeta