• Determines Call Center operational strategies by conducting needs assessments, capacity planning, and cost/benefit analyses; identifying and evaluating 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.
• Prepares semi-annually Performance Reviews to all Call Center staff; identifying training needs and planning training sessions.
• Maintains and improves Call Center operations by monitoring system performance; identifying and resolving problems; providing corrective feedbacks, preparing and completing Action Plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
• Monitors random calls to improve quality minimize errors and track operative performance.
• Accomplishes Call Center Human Resource objectives by approving the selecting candidates, orienting, training, assigning, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Prepares scheduling, including shift patterns, daily break times and the number of staff required to meet demand during low & high volume periods as well as employee attendance.
• Prepares annual vacation plans for entire team.
• Sets the pace and exemplary role model among the all agents
• Meets Call Center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Liaises with supervisors, agents and third parties to gather information and resolve issues.
• Handles the most complex customer complaints or enquiries; monitoring suggestive selling practices, Follow -ups, canceled orders, clearing address issues, minimizing abandoned calls and updating customer data as needed.
• Orients, Coaches, Motivates and Retains staff and coordinating bonus, reward and incentive schemes as per company requirements. And engages enthusiasm activities to boost employee morale.
• Supervises all online orders and guides the team accordingly.
• Forecasts and analyzes data against budget figures on a weekly and/or monthly basis. Submits all daily reports to head office and stores respectively as per required.
• Prepares Sales performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains Call Center equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
• Coordinates all IT related issues with the IT Department.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; reviews professional publications; establishing personal networks and benchmarking state-of-the-art practices.
• Monitors Service Promise Times
• Accomplishes organization Goals and Targets by accepting ownership for accomplishing new and different requests; explores opportunities to add value to job accomplishments.
Job Details
| Date Posted: | 2016-08-30 |
| Job Location: | Al Kuwait, Kuwait |
| Job Role: | Management |
| Company Industry: | Hospitality/Tourism/Travel |
Preferred Candidate
| Career Level: | Management |
| Degree: | Bachelor's degree |
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