الوصف الوظيفي
The purpose of Manager – Contact Centre Operations is to assist the Senior Manager in running the EXPO 2020 Contact Centre, with main focus being on the continuous development and operation of an outsourced model.
Main responsibilities for this role include:
- Lead and manage the integration of the chosen service provider within EXPO 2020 stakeholders, IFT infrastructure, corporate culture, and information channels;
- Assist the Senior Manager and work with the outsourced partner to develop the Contact Centre staff training program;
- Work with the team to develop policies and procedures related to the front line staff and management operations of the contact center’s contracted staff;
- Develop script and responses in conjunction with the Communications team for all contact center guest interactions;
- Work with an outsourced service provider in development of growth and retention plan for trained staff to reduce turnover;
- Oversee the successful servicing of the expected 450,000+ visitor interactions at the contact center;
- Develop daily run sheet for the operating teams;
- Establish a high standard for productivity, quality, customer service as well as define user guidelines;
- Assist the Senior Manager to prepare team’s annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.
المهارات
6+ years’ experience in a Management role at a similar or larger volume call center that delivers positive guest interactions, answers varied guest questions and resolves negative guest situations:
- Bachelors degree in relevent field;
- Experience in working in a multi-cultural contact center, GCC region desirable, UAE Preferred;
- Experience in working on training plan for big multicultural teams and events (short time to train people with no second chance);
- Experience on planning schedules, shifts and roster for a large team with multiple individual situation related;
- Comfortable working as a contact center frontline employee. Ability to answer phone calls and written interactions to assist front line team in meeting their service goals;
- Expectation is to be able to work a front line shift for coverage if needed;
- Communicates well and consistently at Senior Management level down to large teams of workforce e.g. volunteers.
تفاصيل الوظيفة
منطقة الوظيفة دبي, الإمارات العربية المتحدة
قطاع الشركة غير ذلك
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: 6 الحد الأقصى: 8
الشهادة بكالوريوس/ دبلوم عالي
*** تقدم على الرابط التالي : Apply on the following link ***
https://www.bayt.com/ar/uae/jobs/manager-contact-center-3938432/
سجل سيرتك الذاتية الآن مجانا لتتقدم لآلاف الوظائف، وتتواصل مع الآف الشركات (+40 ألف شركة)، فقط أكمل نموذج التسجيل
نسخة للطباعة 
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