Call Center and Complaint Manager
JOB PURPOSE:
The Call center & complaint Manager will report to the communication manager
He/she will design and manage the Customer experience across all channels, call center, complaints, and improvement plans.
RESPONSIBILITIES/DUTIES
Collect daily, weekly, and monthly data; from which daily, weekly, and monthly reports will be produced
Review all operational performance against targets and recommend improvements
Analyze data to identify trends, opportunities, potential issues, and other impacts to the business
Contribute to the achievement of customer satisfaction
Implementation and monitoring of customer experience improvement plans.
Responsible for collecting and analyzing customer insights, need gabs and customer satisfaction results from all resources to provide insightful, timely and accurate analysis of all aspects of customer service to drive improvement and strategic review
Manage reporting for Customer Satisfaction Surveys conducted through call center
Conducting periodic focus groups to extract insights to set strategy.
Build training materials to deliver to call center team.
Enhance and update customer experience processes.
Link between departments for common areas of opportunity.
Analysis of customer complaints data and generate reports.
Provide interrogatives related to customer pain points.
Strategic planning of customer experience milestones.
Draft action plans.
Financial management.
Delivering customized solutions and hands-on support
Adapt at working collaboratively to deliver timely and quality responses to service requests
ESSENTIAL QUALIFICATIONS, KNOWLEDGE & EXPERIENCE
QUALIFICATIONS:
• Highly motivated to deliver a world class service
• Demonstrate a passion for customers experience.
• Determines call center operational strategies by conducting needed assessments, performance reviews, capacity planning, and cost/benefit analysis.
• Identify and evaluate state-of-the-art technologies, defining user requirements, establishing technical specifications, and production, productivity, quality, and customer-service standards.
• Contributing information and analysis to organizational strategic plans and reviews.
• Meeting call center financial objectives by estimating requirements, preparing annual budget; scheduling expenditures, analyzing variance.
• Develops or assists with development and implementation of policies and initiating corrective actions, procedures consistent with those of organization.
• Oversees daily operation of the Contact center and its various components, ensuring SOW compliance and Metrics achievement, Including CSAT, ESAT and KSAT.
• Oversees Training, Quality assurance and security departments on day-to-day basis.
• Demonstrate strong analytical and numerical skills and Strong IT skills
• Dive-in attitude: getting hands on insights through on-ground and in-field interaction.
• Ability to explain and defend ideas and strategies.
• Excellent organization skills
• Demonstrate the ability to meet standards to meet the customers' expectations
• Highly motivated team player with sound customer service skills
• Thinks like a passenger in everything they do at work
KNOWLEDGE:
• Fluent in Arabic and English (French is a plus) with excellent written and verbal communication skills
EXPERIENCE:
• Bachelor or master’s degree or equivalent in Business
• +6 years’ experience in Customer Service
• COPC Certified.
• Lean Six Sigma green belt or above.
DESIRED BEHAVIORS
• Highly motivated to deliver a world class service
• Demonstrate a passion for customers analysis, market intelligence
• Demonstrate the ability to meet standards to meet the customers' expectations
• Highly motivated team player with sound customer service skills
• Thinks like a passenger in everything they do at work•
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