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Contact Center Operation Team Leader
2 weeks ago
IHR is seeking for Contact Center Team Leader for an International well-known client in Contact Center outsourcing solutions to work onboard in Riyadh - Kingdom of Saudi Arabia.
**Salary**: Monthly Salary (SAR 7000 - SAR 7500) + an Attractive Bonus Scheme + Private B Class healthcare & Well Career Development Business Environment.
Permanent role with excellent progression opportunities.
**Core responsibilities**
- To manage and lead teams to ensure all inbound interactions targets are achieved and clients’ expectations are delivered and exceeded
- Managing absence and lateness by ensuring completion of absence and lateness forms and ensuring process are followed and adhered to Company Procedures & Policies.
- To conduct and ensure that CC Advisor reviews and QA are well-complied as per COPC standards & metrics.
- To be able to complete the tasks expected of all CC advisors in order to facilitate company and client expectations.
- Facilitating necessary recruitment alongside Head of Training and Quality.
- Liaising with all parties regarding full implementation in line with SOW and project Implementation Team
- To ensure that client and company expectations are met with regards to key KPIs and SLAs.
- To complete initial follow up coaching, products & services updates as and when required.
- To be proactive in the work that is required to implement change for the best of the business.
- Help conduct reviews with the core team.
- Send daily/weekly reports (Attendance punctuality Audit, Quality team performance comments and correction, Team Performance Periodic Reports).
**Person Specification**
- Bachelor / Diploma Degree of Business Admin., Marketing, Public Relations or Relevant
- Proven track record in team management preferably within an outsourced environment.
- Solid understanding of key performance metrics and performance management techniques monitored by Systems Dashboard and well-knowledge of operation reports.
- Professional, self-motivated individual with excellent communication skills and positive working attitude
- Good interpersonal skills to be able to deal with people at all levels.
- Being able to work independently as well as within a team.
- Flexible and happy to work shift patterns as per business requirement.
**Working Requirements**
Contact Center Operations will be run for 7 days a week
All Team Managers will be scheduled to work 40 hours per week (typically over 5 days) with a flexible 2 Days-Off (any days of the week)
**Interested in finding out more?**
Pay: ﷼7,000.00 - ﷼7,500.00 per month
**Education**:
- Diploma (preferred)
**Experience**:
- Contact Center Supervision: 2 years (preferred)
**Language**:
- English Fluently (preferred)
Application Deadline: 24/12/2024
