Customer Service Manager
Olife -
Mokattam, CairoPosted 3 years ago491Applicants for1 open position
- 150Viewed
- 29In Consideration
- 0Not Selected
Job Details
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Job Description
- Develop a plan to create CS department that includes Hardware, Software, objectives, metrics, and timeline.
- coach and provide training to Agents to maintain high customer service standards
- Partner with Different stakeholders to create workflows for Agents that achieve Company’s strategy while maintaining high csat levels.
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Assume responsibility of budgeting and tracking expenses
- Evaluate performance with key metrics (Quality, accuracy, NPS, AHT, call-waiting time etc.)
- Prepare reports for different departments or upper management
Job Requirements
- Minimum of 5 years of Contact centres management experience
- College degree preferred
- Experience in shared and dedicated environment
- Proficient in MS Office
- Customer centric behaviour
- Strong people management and development skills
- Ability to mentor, coach and motivate others
- Strong communications and presentation skills
