Contact Center Manager
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الوصف الوظيفي Manager, Contact Centre Operations is responsible for the strategic planning and execution of all Call Centre operations, with emphasis on customer experience, quality management, workforce planning, recruiting, coaching and training. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. The manager’s success is measured by the organization’s ability to efficiently provide high quality services meeting client KPIs while meeting / exceeding internal financial targets. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions. The manager is expected to continually engage in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities. Additionally they must maintain an overview of adapting technologies to ensure the efficiency and performance remain the forefront of the department’s focus. Core Responsibilities · Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients. · Responsible for development and administration of annual department budget to attain business goals · Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development, · Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance, · Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision, · Coordinate analytic, strategic and technical resources to meet client expectations and ensure satisfaction, · Manage and expand client and coworker relationships, · Find and close new revenue opportunities within the existing client base · Ensure compliance with organizational policies, procedures and quality standards · Define goals and key performance indicators for each member of the team and ensure effective application of the company performance management process. · Direct planning and selection of manpower, in line with the business and operational plans. · Ensure high level of employee engagement and development by providing on-going feedback and coaching. المهارات · Bachelor degree or higher preferred · Minimum 10 years of Call Center/Contact Center management experience · Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Contact Center. · Effective leadership and analytical skills. · Exceptional ability to develop and manage results-oriented recruiting and training programs · Occasional travel to clients or trade show required. · Fluent Arabic and English, written and spoken تفاصيل الوظيفة https://www.bayt.com/ar/saudi-arabia/jobs/contact-center-manager-4187492/ |
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