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Contact Center/Project Manager - Dammam

1.00 to 10.00 Years   Dammam, Saudi Arabia   11 Oct, 2022
National Company for Business Solutions - NCBS
1 Jobs Openings
Job LocationDammam, Saudi Arabia
EducationNot Mentioned
SalaryNot Mentioned
IndustryBusiness Support Services
Functional AreaNot Mentioned

Job Description

Purpose of Role:To lead the direction of the contact center within the contact center department. To ensure that high-performance standards are achieved through creating a high caliber, quality-focused Contact Center Department as well as educating and motivating staff to attain high levels of productivity and future management positions.Scope & Responsibilities:

  • To lead, manage and develop teams of staff in a high volume, high-pressure customer-orientated environment.
  • To coach, monitor and provide feedback to team leaders / Supervisors to enable them to enhance the performance of their teams.
  • Align contact center policies & systems with the company?s objectives.
  • To maintain and enhance the company?s standards of customer service.
  • To hire as well as oversee the interviewing/ hiring of supervisors and agents.
  • Plan organizational structure, job titles and job descriptions.
  • To develop and implement working procedures and practices to ensure the effective and efficient operation of the Contact center.
  • Create operating processes with the appropriate measures and monitors to ensure continuous improvement.
  • Contribute to the development and implementation of strategic vision for the Department.
Performance Objectives:
  • Align contact center policies & systems with the company?s objectives.
  • Planning and implementation oforganizational structure, job titles
  • Ensure continuous improvement.
  • Contribute to the development and implementation of strategic vision for the Department.
  • Maintain and enhance the companys standards of customer service.
  • Manage the weekly/monthly staff operations planning for the Contact center to insure meeting the SL on daily basis.
  • Plan organizational structure, job titles and job descriptions in coordination with HR dept, according to business need.
  • Develop and implement working procedures and practices to ensure the effective and efficient operations of the call center.
  • Create operating process with the appropriate measures and monitors to ensure accurate reporting and continuous improvement.
  • Handle escalated customer cases, calls and complaints by phone or face to face and close the case to customers happiness.
  • Conduct educational sessions to contact center management team to raise their skill bar and performance development
  • Create the career path for all levels within the contact center according with HR Dept, along with creating internal career development for each of the management staff.

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