Jobs in Kuwait - career in Kuwait - vacancies in Kuwait-Associate Call Center Manager - Alghanim Industries-Jobs in Kuwait - career in Kuwait - vacancies in Kuwait
Position Overview
Associate Manager is responsible for ensuring call center objectives are being met by making sure that staffing is optimized, agents team leaders and supervisor are meeting business objectives and KPIs, and continuously enhancing quality of service provided to customers by enhancing team performance, training, process flows, etc…
Essential Job Roles:
- Develops call center systems by enhancing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans.
- Accomplishes call center human resource objectives by orienting, training, assigning, coaching and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
- Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
- Ensures call center KPIs are met through adequate implementation of best practices / AI policies and procedures
- Perform regular team meetings to go over performance, objectives and any new campaigns and policies with the team
- Analyse root causes of escalated complaints and work closely with other functional managers to improve process of case handling meeting our target SLA
- Accountable for improving quality of service from call center team as well as call center Customer Satisfaction Index
Job Details
| Posted Date: | 2018-10-04 |
| Job Location: | Al Farawaniyah, Kuwait |
| Job Role: | Customer Service and Call Center |
| Company Industry: | Retail/Wholesale |
Preferred Candidate
| Career Level: | Mid Career |
| Nationality: | Kuwait |
| Degree: | Bachelor's degree |
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Jobs in Kuwait - career in Kuwait - vacancies in Kuwait-Associate Call Center Manager - Alghanim Industries-Jobs in Kuwait - career in Kuwait - vacancies in Kuwait
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