Contact Center Manager

6 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia NOMAC Company Full time

إعلان وظيفي: مدير مركز الاتصال (Contact Center Manager)

تعلن إحدى الشركات عن رغبتها في توظيف مدير مركز الاتصال ذو خبرة قوية في إدارة وتشغيل مراكز الاتصال، للعمل على قيادة وتطوير مركز الاتصال الخاص بالشركة وإدارته نيابةً عن عملائها من مختلف القطاعات

.

إذا كنت تمتلك خبرة في الإشراف على فرق خدمة العملاء، وقيادة عمليات التشغيل بكفاءة، وتحسين تجربة العملاء—نرحب بانضمامك

.

المهام والمسؤوليا

ت:
• إدارة وتشغيل مركز الاتصال بالكامل وضمان سير العمليات اليومية بكفاءة عالي

ة.
• الإشراف على فرق العمل (مشرفين – موظفي اتصال) وتحفيزهم ورفع أدائه

م.
• وضع خطط التشغيل وضمان تحقيق مؤشرات الأداء KPI المتفق عليها مع العملا

ء.
• إدارة عقود العملاء وفهم احتياجاتهم وتقديم الحلول التشغيلية الملائم

ة.
• مراقبة جودة الخدمة ووضع برامج تطوير وتحسين الأدا

ء.
• إعداد التقارير التشغيلية والإدارية ومشاركتها مع الإدارة العليا والعملا

ء.
• تدريب وتطوير العاملين على أساليب التواصل وإجراءات العم

ل.
• التعامل مع حالات التصعيد وحل شكاوى العملاء بكفاء

ة.
• ضمان الالتزام بسياسات الشركة ومعايير الجودة

.

المتطلبات الوظيفي

ة:
• خبرة لا تقل عن 3 إلى 5 سنوات في إدارة مراكز الاتصا

ل.
• معرفة قوية بأنظمة الـ Contact Center وتقنيات إدارة المكالما

ت.
• القدرة على تحليل البيانات واتخاذ القرارات التشغيلية المناسب

ة.
• مهارات عالية في الاتصال، القيادة، وبناء فرق العم

ل.
• إجادة استخدام برامج CRM وأنظمة المتابع

ة.
• القدرة على العمل تحت الضغط وتعدد المها

م.
• إجادة اللغة العربية، ويفضّل إجادة اللغة الإنجليز

ي

ة.مزايا ال

عمل:
• بيئة عمل احترافية ودا

عمة.
• رواتب ومزايا تناف

سية.
• فرص للتطوير المهني والنمو الوظي

في



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