Roles & Responsibilities
Leading the quality CC standards execution of the inbound/outbound/CSI/Digital Platforms handling. Reviewing the complaints/Requests creations and assignments which are being initiated by the agents, in terms of the Accuracy, contents, Etc..
Ensure service levels are delivered and optimum productivity is achieved through effective management of advisor time
Embed training and process change within the team, ensuring consistency and accurate delivery.
Responsible for the successful day to day running operation of the Contact Centre team. Through strong leadership, motivating, engaging and coaching staff to deliver exceptional service to our customers. Monitoring the CC KPIs daily (SL% – RR% – RT – AB% Etc..) to be achieved as per the agreed targets. Conducting any operational training to agents for maintaining a crystal awareness about the products, Services & policies or standards.
Resolving issues at the first point of contact and encouraging the team to do so within individual limits. • Handling escalation interactions.
Support unexpected crisis/ emergency response situations to ensure the impact on guests and the business is mitigated as much as possible to assist a successful recovery.
Helping the agents to achieve the required operational goals.
Evaluating the team members in terms of productivity and complying with the corporate standards. Monitoring the contact reasons log by the agents on daily basis.
Inbound & Outbound channels, engagement monitoring.
Maintenance requests life cycle awareness.
Perform other duties as assigned.
Desired Candidate Profile
✓ Bachelor or diploma degree.
✓ Excellent verbal, written and interpersonal communication skills.
✓ Exceptional listening and analytical skills.
✓ Ability to lead and mentor a team.
✓ Must be proficient with Microsoft applications.
✓ Solid time management skills.
✓ Must be self-motivator and self-starter.
✓ Professional appearance and demeanor.
✓ Excellent English (Written & Spoken).
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