Job Details
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Job Description
- Achieving account objectives and goals while motivating account staff.
- Communicates client needs and demands to team leaders.
- Ensure the timely and successful delivery of service according to client needs and objectives.
- Set team leaders and account advisors objectives.
- Applies operational, qualitative and business analysis of account performance.
- Acts on feedback received from the Quality department
- Perform weekly on floor audit to ensure consistency in delivering the service to the end user across all advisors of the project .
- Follow up in daily basis the performance indicators and share the feedback to his team enclosed with the corrective and preventive actions recommended for enhancement and progress in all business platforms with solid acknowledgement regarding the team understanding and awareness towards all actions and implementation and oversee the fulfillment.
- Align with other support functions and ensure that all business requirements are considered and contribute the HR team of performing the technical interviews to select the targeted criteria.
- Supervise and direct operation team leaders and provide support - within the process frame - in the unusual case escalations if any and coach the team actions.
- Communicates with the client concerning the business reviews, operational results and participate in client’s meetings and align to the general strategies and actions aiming to improving the level of satisfaction of the client and meeting the set CSS benchmark.
Job Requirements
- Bachelor Degree
- Minimum 6 years of Call center experience
- Minimum 3 years in a same position
- Previous Experience in Fast-food / banking offshore accounts
- Outstanding client communication experience
