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Job Description
- Carrying out requests alone competently when necessary.
- Providing training and advice on how to carry out tasks efficiently to Analysts.
- Smooth coordination of projects.
- Ensuring project quality, standards and full completion of areas of tasks in a timely fashion.
- Follow up on tasks and projects and always be up to date with project progress.
- Ensuring internal reporting software’s are updated and being updated with the correct information.
- Ensuring quality of standards and coaching team members on how to drive better results.
- Coordination and management of training and induction to newcomers.
- Carrying out spot checks where necessary and completing tasks not covered by members of the team where necessary.
- Checking and verifying information provided by Analysts.
- Management of outdoor agents alongside Analysts.
- Ensuring team members are performing well and complying with internal policies and procedures.
- Conducting team meetings with Analysts regularly (daily/weekly/monthly) to ensure the smooth
operation, expectations and execution of projects. - Reviewing and encouraging the performance of Analysts and taking necessary disciplinary action where necessary with the feedback and approval of the line manager.
- Ensuring the team are fully aware of how to carry out tasks competently and providing further
training/coaching when needed. - Acting as an overflow when needed and carrying out tasks that are either incomplete in the absence of a member or in the event the tasks require intervention.
- Setting project plans and the assignment of tasks based on task requirements.
- Ensuring call quality, processes, procedures and standards are being met by the team of Analysts.
- Being a mentor and role model to members of the team by showing professionalism and a high level of work competency.
- Ensuring the preparation and implementation of scripts and calls by Analysts in order to meet task and project expectations so that Analysts complete projects accurately and avoid multiple and unnecessary calls.
- Ensuring all areas of tasks and projects are covered/completed by identifying areas of concern early.
- Correcting Analysts on better ways to carry out work in order that standards are met by continuously coaching and driving better results and expectations.
- Ensuring members of the team conduct a professional and positive attitude towards the work and within the company.
- Ensuring the careful planning and execution of work alone and as a team.
- Meeting and ensuring project and task deadlines are paramount.
- Carrying out clear and concise reporting, providing sources of information and links.
- Working with team members or outdoor agents in gathering and analyzing information relating to tasks & projects.
- Translation of documents and transcriptions (when needed).
- Updating relevant company software with project and task updates in a timely manner and ensuring other members of the team do so also.
- Providing and implementing solutions to problematic situations relating to tasks and projects.
Job Requirements
- Customer Services experience is A must
- Strong project planning and time management.
- Excellent communication both written and verbal in English and Arabic languages.
- Excellent grasp of Office Suite and Google Suite.
- Excellent and professional telephone interviewing and handling.
- Strong Leadership skills.
- Excellent reporting and analysis skills with spreadsheets.
- Able to drive high levels of quality and performance (KPI’s and targets).
- Have a positive attitude towards work, no job should be too big or too small.
- Instilling and encouraging positivity in the work environment.
