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Job Description
Operations Management
- Evolve knowledge management tools, processes and procedures to maintain even distribution of knowledge of individual cases among the
- Conduct awareness sessions for call center agents
- Meet contract service key performance measures
- Maintain a close working relation with Information Technology Department to ensure systems stability and smooth operation
- Identify improvement opportunities within workflow, productivity and procedures
- Meet daily, weekly & monthly reporting obligations, provide thorough analysis on operational trends and corrective actions
- Manage the relation with WFM (Work Force Management)for an optimum utilization of resources
People Management
- Act as a Role model for the team
- Set (KPIs) key performance indicators for the team
- Monitor performance, implement performance management tools to ensure continuous feedback (one-ones, performance dialogues)
- Communicate company, department & unit objectives, ensure proper alignment and understanding of the end-end role
- Set and supervise development plans for the teams & individuals
- Improve team's productivity period over period
- Set team & individual targets
- Manage team's attrition to acceptable levels
- Hire as well as oversee the interviewing/hiring of supervisors and representatives in cooperation with the Recruitment Team
- Maintain team's technical proficiency and productivity, and provide technical training when required
- Set SMART goals and targets for the team and ensure their alignment and integrity with strategic directions of the account
- Identify required resources and skill sets/competencies required to successfully carry out unit plans
- Balance and monitor the work load distribution to match with the business needs and team capabilities
- Promote cross training and knowledge share between the team members and prepare professional development action plan for team members
- Provide formal and informal performance feedback on an ongoing basis
Customer Support and Management
- Maintain and enhance the company’s standards of customer service
- Use all available measures to push continuous improvement to high customer satisfaction levels
- Map operations processes to customer satisfaction indicators
- Ensure operations is compliant with regulatory requirements
Job Requirements
- Graduate of a relevant major
- Fluency in the English Language C1, second language is a plus
- Advanced Knowledge in (Microsoft Office applications- Word, Excel, PowerPoint, MS Project)
- 3 years’ experience in the call center industry
- A proven 1 year people management experience
- Previous project management experience is preferred
- Experience of negotiation and international relations
