وظائف الخليجوظائف بيت قطر
Call Center Director
Call Center Director
الوصف الوظيفي
- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
- Developing and improving customer interaction and voice response systems; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
- Prepares call center performance reports by collecting, analysing, and summarizing data and trends.
- Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Conducting effective resource planning to maximize the productivity of resources (people, process and technology).
- Lead a customer care strategy focusing on service delivery and operational excellence working with key strategic partners to deliver all assisted and non-assisted service touchpoints.
- Create a strategy to delivery inbound and outbound service excellence and develop innovation strategies to ensure delivery of Digi-care and automation in line with brand and experience requirements.
- A good understanding of the market dynamics in the Telecom sector.
- Lead the development and delivery of the digital transformation strategy as part of the local company and in line with the global Group strategy.
- Ensure digital channels and operations deliver on our commercial and service priorities focusing on driving satisfaction, commercial return and efficiency.
- Setting up & maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets for the process & team.
- Driving culture change and creating framework for implementation of Lean and Six Sigma initiatives.
- Formulating operational goals, short term / long term budgets and developing plans for the achievement of these goals for various processes
- Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets
- Closely work with the other departments (HR, OPS, Technology, Finance) to engage them in the execution of the strategy
- Developing objectives for the call centre’s day-to-day activities
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Designing new processes & improving existing processes through process re-design & organizational restructuring
الوصف الوظيفي
المهارات
- Minimum 15 years of relevant experience
- Hands on knowledge about Call centre operations
- Strong customer service competencies
- Bachelor’s degree in related field
- Highly creative with experience in identifying target audiences and devising campaigns that engage, inform and motivate
- Up to date with the latest merchandising trends and best practices
- Excellent verbal and written communications skills
- Strong listening, presentation and decision-making skills
- Commercial acumen and the ability to “decode” customers
المهارات
تفاصيل الوظيفة
- منطقة الوظيفة
- قطر
- قطاع الشركة
- الاستعانة بالمصادر الخارجية لخدمة العملاء; الاتصالات والشبكات
- طبيعة عمل الشركة
- صاحب عمل (القطاع الخاص)
- الدور الوظيفي
- خدمة العملاء ومركز الإتصال
- نوع التوظيف
- دوام كامل
- الراتب الشهري
- غير محدد
- عدد الوظائف الشاغرة
- 1
تفاصيل الوظيفة
المرشح المفضل
- المستوى المهني
- إدارة عليا
- عدد سنوات الخبرة
- الحد الأدنى: 12
- منطقة الإقامة
- قطر
- الشهادة
- بكالوريوس/ دبلوم عالي
