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Job Description
- Issue the analysis of call volume on continuous basis to forecast any volume increase.
- Make recommendations if more staff is required or if change of process will assist in meeting Service Level Agreements (SLA’s).
- Work closely with management to achieve team, department and company goals.
- Communicating with the day to day operation team to facilitate the operational role of the company.
- Understand and contribute to an effective planning process that will improve quality and efficiency.
- Reduce call center costs and improve the organization’s bottom line.
- Learn how forecasting and scheduling affect the operation of the contact center.
- Managing within a fast-paced inbound call center with direct responsibility for the overall performance of an assigned team.
- Communicates and cooperates with personnel with regard to operational needs and services.
- Implements and supports all company policies and procedures.
Job Requirements
- Bachelor degree
- Minimum 5 years of experience in call center
- Excellent communications skills
- Excellent command of English and Arabic
- Deep customer service experience
- Strong experience and knowledge about call centers procedures
- Leadership skills
