Care Centre Manager

2 weeks ago

Riyadh, Saudi Arabia Mrsool | مرسول Full time

**About the role**:
The Care Centre Manager is responsible for making sure that the different duties that are assigned to call center department staff are monitored to ensure they are efficiently carried out.

**Key Responsibilities**:

- Supervise daily activities of staff/personnel of the call and support l center department in a bid to ensure efficiency on all fronts.
- Ensure a high standard of service is delivered to customers through the effective and efficient use of staff and other resources. Put effective plans including proactive initiatives to ensure the best customer experience and satisfaction through different operational controls and through out customer journey.
- Ensure that agents have all the right tools and empowerment to ensure the first contact resolution in terms of system, process and protocols.
- Oversee the system development and be an active participant in terms of requesting all the needed access/privileges to ensure the best CX.
- Support and put in place effective customer service plans and initiatives that promote exceeding customer expectations.
- Ensures customer service agents have and maintain sustainable growth of the required skills and ability to respond to calls for support, inquiries from customers, and other customer-related problems when complaints are lodged.
- Oversees phone calls that customer service agents make to customers informing them of new products for sale.
- Call center operations manager work description also entails recruitment, training, management, and supervision of call center agents to ensure that they possess the necessary skills that are required to satisfy the needs of customers and out-perform sales benchmarks set by the organization.
- Organizing training making sure that front liners, agents, representatives, coordinators, and team leaders have deep knowledge and understanding of the company's product as well as the ability to handle customers.
- Use diverse qualitative and quantitative means to assess the performance of agents and also identify areas on which further training must be administered.
- Demonstrate high efficiency in promoting and adapting new and rapid information technology equipment and management practices, therefore, the manager is meant to make use of the equipment in an efficient and cost-effective manner.
- Analyze and report cases, issues, challenges, and recommend a welleducated course of actions to relevant department.
- Maintain high achievements of KPIs
- Forecast, conduct thorough analysis, and propose plans to deal with segments, seasons, up/down peak times, risks, etc well in advance to counter any foreseeable risk.
- Based on workforce analyst report from Quality and Excellence section,
- he/she should allocate and appoint call center agents to the various times accordingly, that is, more agents will be allocated to times when calls are much, while fewer number will be assigned to times when calls are less. ensure that staff are being assigned to duties efficiently and effectively.
- Provision reports concerning the performance of the various sections of the center to other members of the company's management team.
- Share, explain, and present reports and recommendations to various relevant departments.

**Requirements**:

- Excellent communication and mostly extrovert interpersonal skills
- Cognitive abilities are mainly analytical and conceptual in a heterogeneous environment and require a high degree of flexibility and capacity to process information
- Outstanding team builder and player
- Modesty and attention to colleagues needs
- Excellent leadership traits with disciplinary responsibility for the operational leadership of teams of more than 60 direct and indirect semiskilled employees.
- Adequate social and intercultural competences are required
- Excellent organizational and analytical abilities
- Excellent customer service skills must represent and help implement the brand image.
- Agility to meet customer needs and solve their problems effectively
- A degree in relevant management
- Certifications in CX and Operation excellence are highly preferred
- 24 years' experience in a similar role with at least one year working as a customer agent.

**Core Competency**:

- Teamwork
- Customer Focused
- Results-Oriented
- Integrity

**What do we offer?**
- _Competitive package_
- _VIP insurance_
- _Monthly free coupons_
- _Access to discount networks ( Getmuv, Suplift)_
- _Continuous supply of specialty coffee _

**What's in it for you?**
- The environment is an open space, flexible & fun, around the clock, aroundthe region. We are more than great team & place to work; we respect and ensure equal opportunities, regardless of race, religion, ethnicity, origin, age, gender, disability and other legally protected characteristics _

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