Real Time Management Officer (UAE Nationals ONLY)
Job Description
Job Description
JOB PURPOSE:
Responsible for Monitor adherence to SLA, display right standards of customer satisfaction practices by staying focused on productivity of CSR's.
Job Context:
Specific Job Accountability
- Maintain service level as per SLA.
- Be up to date with product knowledge, processes, and system practices.
- Monitor inbound CSR adherence and unplanned out of calls activities.
- Efficiency Reports at Individual/Team/Site Level on Daily/Weekly and Monthly basis.
- Monitor and empha standards of performance, occupancy rate of available time, call duration, answer rate, wrap up time and SLA.
- Supervise the 24/7 shifts in contact center operations.
- Maintain CSR-wise records by updating files for unplanned absence/sick leaves
- Conduct live call barge-in and daily call monitoring
- Maintain and generate reports for team records of monthly one on one and weekly meetings.
Qualifications
Minimum Qualifications:
- Bachelor's degree
Minimum Experience:
- 5 years relevant experience in customer service / Contact Center
Knowledge, Skills, and Attributes:
- Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analyzing Information, Multi-tasking
- Excellent communication skills.
Job Details
Employment Types:
Full time
Industry:
Banking / Accounting / Financial Services
Function:
Finance & Accounts
