Contact Center/Project Manager – Dammam

10 أكتوبر، 2022

0 3 2 دقائق

الوصف الوظيفي

Purpose of Role:

To lead the direction of the contact center within the contact center department. To ensure that high-performance standards are achieved through creating a high caliber, quality-focused Contact Center Department as well as educating and motivating staff to attain high levels of productivity and future management positions.

Scope & Responsibilities:

To lead, manage and develop teams of staff in a high volume, high-pressure customer-orientated environment.
To coach, monitor and provide feedback to team leaders / Supervisors to enable them to enhance the performance of their teams.
Align contact center policies & systems with the company’s objectives.
To maintain and enhance the company’s standards of customer service.
To hire as well as oversee the interviewing/ hiring of supervisors and agents.
Plan organizational structure, job titles and job descriptions.
To develop and implement working procedures and practices to ensure the effective and efficient operation of the Contact center.
Create operating processes with the appropriate measures and monitors to ensure continuous improvement.
Contribute to the development and implementation of strategic vision for the Department.

Performance Objectives:

Align contact center policies & systems with the company’s objectives.
Planning and implementation of organizational structure, job titles
Ensure continuous improvement.
Contribute to the development and implementation of strategic vision for the Department.
Maintain and enhance the company's standards of customer service.
Manage the weekly/monthly staff operations planning for the Contact center to insure meeting the SL on daily basis.
Plan organizational structure, job titles and job descriptions in coordination with HR dept, according to business need.
Develop and implement working procedures and practices to ensure the effective and efficient operations of the call center.
Create operating process with the appropriate measures and monitors to ensure accurate reporting and continuous improvement.
Handle escalated customer cases, calls and complaints by phone or face to face and close the case to customer's happiness.
Conduct educational sessions to contact center management team to raise their skill bar and performance development
Create the career path for all levels within the contact center according with HR Dept, along with creating internal career development for each of the management staff.

المهارات

Experience and Expertise:

University Degree
5+ years of experience working in customer service & contact centers environments of which 2-3 years of managerial experience.
Ability to work under pressure and to deadlines.
Successful track record of developing & motivating employees.
Demonstrated leadership & communication skills.
Strong problem-solving skills with the ability to generate creative solutions to work situations.
Experience in wireless technology and communications is preferred.
COPC & Six Sigma (Blue belt – black belt) certified will be adding value