Contact Center/project Manager

1 week ago

Jeddah, 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, high-pressure customer-orientated 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 2-3 years of managerial experience.
- Ability to work under pressure and to deadlines.
- Successful track record of developing & motivating employees.
- Demonstrated leadership & communication skills.
- Strong problem-solving 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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