Contact Center/project Manager

2 weeks ago

Jeddah, Makkah Province, Saudi Arabia Talent Pal Full time
Job Description

Purpose of Role:
To lead the direction of the contact center within the contact center department.

To ensure that high-performance standards are achieved through creating a high caliber, quality-focused Contact Center Department as well as educating and motivating staff to attain high levels of productivity and future management positions.


Scope & Responsibilities:

  • To lead, manage and develop teams of staff in a high volume, highpressure customerorientated environment.
  • To coach, monitor and provide feedback to team leaders / Supervisors to enable them to enhance the performance of their teams.
  • Align contact center policies & systems with the company's objectives.
  • To maintain and enhance the company's standards of customer service.
  • To hire as well as oversee the interviewing/ hiring of supervisors and agents.
  • Plan organizational structure, job titles and job descriptions.
  • To develop and implement working procedures and practices to ensure the effective and efficient operation of the Contact center.
  • Create operating processes with the appropriate measures and monitors to ensure continuous improvement.
  • Contribute to the development and implementation of strategic vision for the Department.

Performance Objectives:

  • Align contact center policies & systems with the company's objectives.
  • Planning and implementation of organizational structure, job titles.
  • Ensure continuous improvement.
  • Contribute to the development and implementation of strategic vision for the Department.
  • Maintain and enhance the company's standards of customer service.
  • Manage the weekly/monthly staff operations planning for the Contact center to insure meeting the SL on daily basis.
  • Plan organizational structure, job titles and job descriptions in coordination with HR dept, according to business need.
  • Develop and implement working procedures and practices to ensure the effective and efficient operations of the call center.
  • Create operating process with the appropriate measures and monitors to ensure accurate reporting and continuous improvement.
  • Handle escalated customer cases, calls and complaints by phone or face to face and close the case to customer's happiness.
  • Conduct educational sessions to contact center management team to raise their skill bar and performance development.
  • Create the career path for all levels within the contact center according with HR Dept, along with creating internal career development for each of the management staff.

Skills:

Experience and Expertise:

  • University Degree
  • 5+ years of experience working in customer service & contact centers environments of which 23 years of managerial experience.
  • Ability to work under pressure and to deadlines.
  • Successful track record of developing & motivating employees.
  • Demonstrated leadership & communication skills.
  • Strong problemsolving skills with the ability to generate creative solutions to work situations.
  • Experience in wireless technology and communications is preferred.
  • COPC & Six Sigma (Blue belt black belt) certified will be adding value
This job has been sourced from an external job board.

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