Job Details
Skills And Tools:
Job Description
Job Purpose:
To be responsible for the daily running and management of the Ahlan prepaid & Demagh Tanya segments call center, to achieve high levels of operational efficiency & excellent customer service.
Key Responsibilities:
• Set and Meet performance targets for speed, efficiency and quality.
• Manage the daily running of the call center to ensure the consistency of workflow.
• Monitor random calls to improve quality, minimize errors and track operative performance.
• Plan and develop the recruitment of new hires to enhance the caliber.
• Review the performance of staff, identifying training needs and plan training sessions to ensure continues development.
• Handle the most complex customer complaints or enquiries.
• Develop, implement and review core responsibilities and tasks.
• Analyze performance statistics and take decisions based on them.
• Improve performance by raising efficiency and sourcing new equipment.
• Produce quantitative and qualitative reports on Call Center KPIs and related data with relative recommendations and analysis to improve the call center's Operation.
• Monitor and measure actual delivered customer experience through all touch points.
• High value treatment across touch points: CC and IVR (strategy / implementation).
Job Requirements
Qualifications
Essential Qualifications:
• University Degree in a related field
• Excellent Computer skills, Advanced MS excel is required.
• Excellent in Arabic & English (Reading, Writing & Oral)
Skills & Abilities:
• Strong interpersonal skills for effective interaction with employees, management, third
parties and customers.
• Outstanding organizational skills and the ability to direct a complex environment.
• Strong interpersonal skills at all levels of the organization.
• Analytical skills.
• Strong communication skills - includes presentation, business writing, negotiation,
motivation and relationship management.
• Operational experience.
• Customer centricity
Essential Experience:
Minimum 2 years of Experience.
(Area of experience) Call Center
