customer care manager

الوصف الوظيفي
The Head of Contact Centre would be expected to be committed to delivering a great customer contact experience through a variety of customer contact channels which might be; Phone, Email, Web/Live Chat, Video, Social, Correspondence. He/ She will ensure that customers receive a friendly, professional and consistently high quality service helping to resolve various queries, close any sales enquiries and get it right first time

Manage the day to day performance of the Contact Centre Operations to deliver the best in class service, meeting or exceeding all KPIs and within the yearly plan.

Ensuring that we gain and maintain recognition for the quality of customer service.

Lead, inspire and co-ordinate the contact center management team at all levels to create motivated and engaged colleagues.

Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.

Responsible for the training, induction and coaching strategy across the contact center

Taking responsibility for the ongoing development all levels of contact center colleagues.

Reviewing and defining clearly all contact center roles, any required shift and candidate profiles required across the contact center operation after getting the direct Manager approvals.

Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered.

Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight.

Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.

Deliver cost efficiencies and increased in Customer Satisfaction Scores.

Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.

Any other assigned tasks from direct manager

المهارات
3-5 years Proven experience of leading a service driven contact center operation with experience of managing an operation through periods of significant growth or change

Proven ability for supervising & coaching a team of call center agents

Excellent communication and leadership skills to lead and motivate a growing and changing service operation

Excellent Command of both English & Arabic.  Excellent knowledge for Microsoft Office & CRM solutions

تفاصيل الوظيفة
منطقة الوظيفة الرياض, المملكة العربية السعودية
قطاع الشركة النقل بالسيارات
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي خدمة العملاء ومركز الإتصال
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني متوسط الخبرة
عدد سنوات الخبرة الحد الأدنى: 3 الحد الأقصى: 5

*** تقدم على الرابط التالي : Apply on the following link ***
https://www.bayt.com/ar/saudi-arabia/jobs/customer-care-manager-4144471/