managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call centre strategies and operations;
carrying out needs assessments, performance reviews and cost/benefit analyses;
setting and meeting performance targets for speed, efficiency, sales and quality;
ensuring all relevant communications, records and data are updated and recorded;
advising clients on products and services available;
liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
maintaining up-to-date knowledge of industry developments and involvement in networks;
monitoring random calls to improve quality, minimise errors and track operative performance;
coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
reviewing the performance of staff, identifying training needs and planning training sessions;
recording statistics, user rates and the performance levels of the centre and preparing reports;
handling the most complex customer complaints or enquiries;
organising staffing, including shift patterns and the number of staff required to meet demand;
coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
forecasting and analysing data against budget figures on a weekly and/or monthly basis.
تفاصيل الوظيفة
2015-02-26 | تاريخ الإعلان عنها: |
الرياض, المملكة العربية السعودية | منطقة الوظيفة: |
الإدارة | الدور الوظيفي: |
الضيافة/السياحة/السفر | قطاع الشركة: |
المرشح المفضل
متوسط الخبرة | المستوى المهني: |
أنثى | الجنس: |
المملكة العربية السعودية | الجنسية: |
تقدم الآن - وظائف في السعودية - وظائف في جدة, المملكة العربية السعودية - وظائف في الرياض, المملكة العربية السعودية - وظائف الإدارة في السعودية - بحث عن جميع الوظائف
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