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Job Description
- Participate in putting the department’s annual plan with the manager.
- Participate in setting the annual budget including manpower needs.
- Set the operational schedule.
- Follow up on the execution of the set plan.
- Monitor the team’s KPIs achievements.
- Assign the responsibility of communication channels to team members.
- Handle and resolve critical complaints.
- Alert Manager on any issues that require further escalation or that could affect the business.
- Update and validate the department’s information documents with the concerned departments and circulate it to the team and the Call Center.
- Analyze and prepare the monthly Call Center performance report.
- Analyze and prepare the customer satisfaction report (monthly - quarterly).
- Participate in preparing the monthly dashboards.
- Analyze and prepare the team’s performance report.
- Participate in the staff selection process.
- Assess the team’s performance and provide the necessary training and coaching to develop their skills.
- Ensure team’s performance metrics are met and take the necessary corrective actions if needed.
Job Requirements
- Bachelor’s degree.
- Minimum 3 years of experience in this field.
- In case of internal hiring, the employee should have the eligibility requirements for applying and pass all assessment process.
