Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Constantly monitor the performance of outsourced centers to make sure that Etisalat standards are met.
- Continually work with functional owners to identify and implement improvements.
- Coordinate with all the resources necessary to ensure KPIs attainment. Assess at a regular frequency how well the outsourced call center holds Etisalat’s standards
- Assist customer care production through monitoring, feedback, resource planning, staffing, and all other methods to achieve and/or exceed metrics
- Ensure compliance with all contractual requirements specifically with regards to regulations.
- Own the daily relationship/communication with Outsourcing vendors and owners for Etisalat.
- Manage change within the outsourcing operations including but not limited to product launch, outsourcing of new services, ramps…
- Develop accurate action plans for identified program and process improvement
- Identify and lead the execution of any change required in order to improve metrics and ensure that the outsourced call center is following the guidelines of Etisalat.
- Make sure that the outsourced center team is fully aware of all the services/products offered by Etisalat.
- Achieve the decided sales target for each campaign on a monthly / qtrly / yearly basis.
- Achieve the conversion % over answered calls target for each campaign.
- Achieve the x sell target in terms of units and % over answered call.
- Deliver the effective headcount required every month to ensure requisite manpower in each of the campaigns.
- Ensure smooth coordination with all the support functions viz. quality / training
- Manage other non-sales deliverables like minimal attrition, shrinkage, monitoring the operations through relevant MISes, presentations – performance and strategic to management, daily briefings, managing vendor partner relationship effectively.
Job Requirements
- At least 5 years in contact center management & At least a year of telesales experience in a supervisory position – desired
- Sales skills
- Complaint handling and resolution skills
- Industry awareness and business acumen
- Team leading and influencing
- Networking and relationship building
- Complaints handling and resolution skills
- Customer Satisfaction/Service Quality
- PC Skills
- Training Skills