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CS Operations Accounts Manager

iSON Xperiences Egypt
Cairo, Egypt
Posted 6 years ago
198Applicants for1 open position
  • 25Viewed
  • 3In Consideration
  • 2Not Selected
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Job Details

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Job Description

  • Plan, direct, Manage, and evaluates work flow.
  • Manage a team of Supervisors serving more than call center activity
  • Commitment issue
  • Monitor performance of staff members according to established monitoring standards.
  • Monitoring the quality and effectiveness of the training on products and services.
  • Ensure that the consistent communication within the team is going on a timely manner in a proper way that shortens the gap between the manager and the supervisors, thus facilitating two way feedbacks.
  • Inspires team and set directions to encourage innovative thoughts.
  • Motivate, stimulate, instruct, direct, coach, brief and manage performance, recruit and aid careers of team members (supervisors, Team leaders and agents)
  • Efficient and effective achievement of approved service level, utilizing all tools, and proposing new tactics to ensure meeting the best SL management and the effective implementation of corrective and preventive actions for SL drops.
  • Setting goals and targets for a number of teams in line with strategy targets and vision.
  • Apply the company’s standards of Customer Satisfaction
  • Apply the COPC & ISO standards of customer satisfaction
  • Make hiring decisions and conduct performance appraisals. Have responsibility for more than one team
  • Efficient coordination of staffing and training requirements with both recruitment and training teams to insure that relative training is conducted in a timely manner, and effectively delegating responsibilities to develop staff and prepare them to assume higher responsibilities (CSRs for supervisory level and supervisors for managerial level)(Control Calibration& quality report).

Job Requirements

  • Excellent Time Management and organizational skills.
  • Outstanding analytical and statistical skills.
  • Excellent verbal communication skills
  • Customer service experience preferred
  • Motivated self-starter
  • Working knowledge of standard Call Center technology (ACD, IVR, Network Features)
  • Comprehensive understanding of Call Center metrics
  • Creative thinking and problem solving skills.

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