Pre-sales

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia National Company for Business Solutions - NCBS Full time

We are looking for a dynamic and skilled individual to join our team in the Business Process Outsourcing (BPO) industry. As a BPO professional, you will be responsible for managing manpower, call center operations, and providing managed services to our clients. This role requires a strong understanding of the BPO sector, excellent communication and problem-solving skills, and the ability to work in a fast-paced environment. The ideal candidate should be a Saudi national with a passion for delivering exceptional customer service and driving business growth.

Responsibilities:

  1. Manage the recruitment and onboarding process for manpower requirements, ensuring the availability of skilled resources to meet client needs.
  2. Oversee and optimize call center operations, including monitoring and improving key performance indicators (KPIs) such as average handle time, first call resolution, and customer satisfaction.
  3. Collaborate with clients to understand their business requirements and develop customized solutions to meet their outsourcing needs.
  4. Implement and manage service level agreements (SLAs) to ensure delivery of high-quality services to clients.
  5. Provide regular reports and updates to clients on performance metrics and KPIs.
  6. Monitor industry trends and best practices to identify opportunities for process improvement and innovation.
  7. Lead and motivate a team of BPO professionals, providing coaching and training to enhance their skills and performance.
  8. Ensure compliance with relevant laws, regulations, and industry standards.
  9. Build and maintain strong client relationships, acting as a trusted advisor and partner.
  10. Contribute to business development efforts by identifying upselling and cross-selling opportunities.

Preferred Candidate:

  1. Saudi national with a valid residency and work permit.
  2. Prior experience in the BPO, call center, or managed services sector.
  3. Excellent communication and interpersonal skills.
  4. Strong leadership and team management abilities.
  5. Analytical mindset with the ability to solve complex problems.
  6. Customer-centric approach with a focus on delivering exceptional service.
  7. Ability to work in a fast-paced and dynamic environment.
  8. Proficiency in English and Arabic languages.
  9. Strong organizational and time management skills.
  10. Knowledge of relevant industry regulations and compliance requirements.

Skills

  • Excellent communication and interpersonal skills.
  • Strong leadership and team management abilities.
  • Analytical mindset with the ability to solve complex problems.
  • Customer-centric approach with a focus on delivering exceptional service.
  • Proficiency in English and Arabic languages.

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