Job Summary
Operate and manage the day to day call center activities and ensure that the performance goals are achieved and meet business expectations in an efficient and profitable way.
Key Responsibilities
- Create, monitor and review procedures that are implemented to attain efficient and effective day-to-day operations; develop standard operating procedures/ workflows to ensure adequacy in meeting call center objectives.
- Manages call center setup; making sure all requirements, facilities and resources are available on time needed to meet deadlines; this requires alignments with all related departments.
- Develop performance reports in order to assure tracking of departmental key performance indicators and provide analysis for data concerning the call center operations/customers.
- Collaborate with other departments’ managers to develop agent schedules that support the forecasted calls and enable the call center to meet service level objectives, quality objectives, productivity and objectives.
- Evaluate current staffing and future needs based on efficiency analysis. Make recommendations for headcount changes.
- Report any unresolved technical obstacles to IT, recommends acquisition and deployment of new technologies and equipment and suggests required modifications on the call center software system resulting from customers' complaints and inquiries.
- Provide consistent support to agents by serving as a reliable resource for information and resolving difficult situations as they arise.
- Effectively motivate and guide employees toward achieving individual, team and company goals and objectives. Help develop and implement activities to create team spirit and performance improvement.
- Assure that the call center operations have and implement tracking mechanisms for all metrics and provide plans for constant improvement.
- Support supervisors by providing sufficient training on the different technological procedures, flowcharts constructions, skills or systems used in the call center and supervise over their accuracy in transferring the knowledge to representatives.
تفاصيل الوظيفة
| 2015-04-19 | تاريخ الإعلان عنها: |
| الرياض, المملكة العربية السعودية | منطقة الوظيفة: |
| خدمة العملاء | الدور الوظيفي: |
| طب/استشفاء | قطاع الشركة: |
المرشح المفضل
| إدارة | المستوى المهني: |
| المملكة العربية السعودية | الجنسية: |
| بكالوريوس | الشهادة: |
تقدم الآن - وظائف في السعودية - وظائف في جدة, المملكة العربية السعودية - وظائف في الرياض, المملكة العربية السعودية - وظائف خدمة العملاء في السعودية - بحث عن جميع الوظائف
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