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Job Description
- Oversee and control the efficient handling of customer inquiries/ requests by monitoring all assigned call agents.
- Monitor key performance indicators for call center agents and reviews with the Quality Assurance section to control behavioral parameters and operational efficiency.
- Deals with complex/ sophisticated customer inquiries by himself or escalate to Tier 2/ complaint management in order to resolve customer problem/ issue promptly and in an efficient manner.
- Act as first contact for resolution of people management issues.
- Monitor compliance with Etisalat’s policies, procedures and guidelines for all contact center services provided by the assigned team
- Ensure the conveying of a positive corporate image and compliance with Etisalat’s policies, procedures and guidelines
- Consolidate and submit activity reports and reviews key/ critical issues with superiors
- Provide clear direction, set targets, prioritize tasks and assigns responsibilities for the Contact Center team.
- Participates in preparation of Staff performance evaluation reports.
- Review quality reports, ensure the section’s KPIs achievement and put action plans accordingly.
Job Requirements
- University Graduate.
- Max Age 30 years Old.
- Very good English speaking.
- Excellent communication skills.