Job Details
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Job Description
Operations Management:
- Evolve knowledge management tools, processes and procedures to maintain even distribution of knowledge of individual cases among the teams.
- Conduct awareness sessions for call center agents
- Meet contract service key performance measures
- Maintain a close working relation with Technology department to ensure systems stability and smooth operation
- Identify improvement opportunities within workflow, productivity and procedures
- Meet daily, weekly & monthly reporting obligations, provide thorough analysis on operational trends and corrective actions
- Manage the relation with WFM for an optimum utilization of resources
- People & Team Management
- Customer Satisfaction Management
Job Requirements
- English Language is a must.
- German Language is a must.
- 1 year in same position.
- Working to Objectives, Planning and Organizing
- Client Focus
- Interpersonal skills and Teamwork
- Professional and Technical Excellence
- Staff Management and Development
- Communication