Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Managing the daily running of the call center, maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans.
- Conducting system audits and analyses; managing system and process improvement and quality assurance programs.
- Maintaining up-to-date knowledge of industry developments and involvement in networks.
- Maintains professional and technical knowledge; attending educational workshops; benchmarking state-of-the-art practices.
- Monitoring random calls to improve quality, minimize errors and track effective performance.
- Handling the most complex customer complaints or inquiries.
- Coordinating staff recruitment with HR staff; organizing staffing, including shift patterns and the number of staff required to meet demand.
- Reviewing the performance of staff, identifying training needs and planning training sessions.
- Coaching, motivating and retaining staff and coordinating reward and incentive schemes.
Job Requirements
- Bachelor of Business management, Computer science/software engineering; Electrical or mechanical engineering.
- 5-8 Y Exp.
- Managerial & Leadership Skills.
- Very Good English.
