| Job Location | Dubai, United Arab Emirates |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Recruitment & Employee Placement Agency |
| Functional Area | Not Mentioned |
1. Bears responsibility for the efficient handling of Prestige customer enquiries/requests in the assigned function of the Contact Center2 . Develops and implements key performance indicators for call agents and develops strategies to increase operational efficiency3 . Develops objectives/ targets for the assigned function and ensures that they are translated into clear instructions and guidelines4 . Identifies opportunities for up-selling and cross-selling within the assigned function of the Contact Center and communicates them across the assigned teams5 . Keeps up close relationships with other sections of the Customer Care Center to ensure the prompt and efficient resolution of customer complaints/inquiries6 . Ensure the diligent documentation and tracking of customer requests to ensure efficient and timely handling of customer enquiries in keeping with limitations of corporate reporting systems.7 . Oversees the compliance with client?s policies, procedures and guidelines for all services provided by the assigned Contact Center function8 . Reviews, Manage & monitor the overall performance and achievement of targets of the assigned functions and reports & presents to Director Contact Center Services9 . Closely co-ordinate with HR &Training for the assigned function to ensure continuous staff development and improvement of performance and service quality1 0. Provides clear direction, sets targets, prioritizes tasks and assigns responsibilities for the Contact Center function1 1. Effectively liaises with relevant sections to ensure prompt and efficient solution of customer?s complaints/ inquiries.12. To monitor, coach, and provide feedback to Call Center Officers for the purpose of their own development as well as enabling them to enhance the performance of their teams.13. To develop, implement, enhance, and edit working procedures policies, and processes to ensure an effective and efficient workflow in the Call Center.14. Manage the weekly/monthly staff and operations planning for the Call Center to insure meeting the SL on daily basis.15. Act as a focal point/ SPOC in the department internal strategic projects, and represent the department in company projects.
Keyskills :
Callcenter
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