| Job Location | Dubai, United Arab Emirates |
| Education | Not Mentioned |
| Salary | Not Mentioned |
| Industry | Other Business Support Services |
| Functional Area | Not Mentioned |
KEY RESULTS ACCOUNTABILITIES# Ensure that the Call Center meets the require certification, compliance and operating standards.# Continuous Input to the Delivery and onward management of the Call Centre strategy though the directionand guidance of the Manager of Call Center.# Maintain accurate, up to date documents in relation to Call Center risks, BCP plans etc# Perform other responsibilities associated with the position as appropriate.# Advice on RTA Quality and compliance standards through Call Centre QA/QC program.# Project management of projects for Call Center as assigned by management and ensure compliance to RTAproject management policies and guideline# Propose effective new service / new initiative launches through effective forward planning and collaborationwith all business partners.# Advice on timely, accurate and meaningful management information through the implementation and onwardmanagement of a highly disciplined reporting program# Study training requirements and facilitate training to enhance the teams skills and best practices in customerservice# Continuous improvement of the call center section, through Benchmarking, Financial (P&L) Performance,Agent satisfaction & Customer Satisfaction.# Ensure that the Call Center uses the latest and/or most suitable technology to provide services to customersacross all operational areas# Delivery of effective workforce management plans with associated workforce schedules through the use ofexisting WFM tools in association with additional data sources.# Develop timely & effective plans for the contact centre through continuous assessment of current businessneeds and future business requirements, in collaboration with key RTA stakeholders.KNOWLEDGE,SKILLS AND EXPERIECEEducation# Bachelor?s degree in business administration a recognized university, Master preferredSkills# Goal-driven leader who maintains a productive climate and confidently motivates, mobilizes, and coachesemployees to meet high performance standards.# Exceptional listener and communicator who effectively conveys information verbally and in writing.# 8 years of relevant experience.# Results-driven achiever with exemplary planning and organizational skills, along with a high degree of detailorientation.# Flexible team player who thrives in environments requiring ability to effectively prioritize and juggle multipleconcurrent projects.# Highly analytical thinking with demonstrated talent for identifying, scrutinizing, improving, and streamliningcomplex work processes.# Innovative problem-solver who can generate workable solutions and resolve complaints.# Resourceful team player who excels at building trusting relationships with customers and colleagues.# Computer-literate performer with extensive software proficiency covering wide variety of applications.
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