Customer Service Operations Manager
Nana -
Sheraton, CairoPosted 4 years ago634Applicants for1 open position
- 307Viewed
- 26In Consideration
- 262Not Selected
Job Details
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Job Description
- Roles and Responsibilities:
- Manage all call center, operational teams
- Manage relationships with the vendors
- Introduce high tech highly satisfied customers service
- Maximize the use of AI and BOT features
- Responsible for achieving all operational KPIs in matters of (SLA, Quality,
- CSAT, Scheduling, Forecast Accuracy, Knowledge Training)
- Lead the team of Supervisors to achieve the KPIs
- Create needed operational reports
- Manage and own communication between call center operations and other teams
- Act as a problem solver to any Operational show stopper
- SPOC of Customer Service Operations with other departments inside the Company
- Spot gaps and drive actions to cover them with all the stakeholders
- Always look for new ways and tools to improve performance, increase customer satisfaction and reduce cost
- Goals:
- Achieve all Operational KPIs
- Develop challenging targets
- Make things happen
Job Requirements
- Minimum 8 years of relevant experience
- COPC knowledge (certified is a plus)
- Previous experience dealing with Gulf customers is a plus
- Very good command of English
- Very good knowledge of MS office and Google suit