Call Center Manager - (Jeddah - Female)

Job Description

Supports and manages a team of customer contact employees focused on consistently delivering the optimum Customer Experience. Includes using established processes, technologies and tools to provide timely, first and/or final contact resolution on transactions relating to diverse Customer requirements.? Manages a team with responsibility for the delivery of effective customer relationship management across a range of Customer Experience functions (call handling, problem resolution, claims etc.). Uses approved tools and best practice methods to recruit, develop and manage individual and team performance in accordance with established standards. Includes providing guidelines, support and coaching for employees with welfare problems that impact work or managing established processes to recover required performance levels.

• Participates in the implementation phase of Company projects. Uses approved change management methods and tools to achieve required results. Performs defined benchmarking and participates in approved initiatives for best practice replication.
• Develops and maintains a clear understanding of Customer Experience and operational targets. Adapts the day to day operation to optimize goal achievement. Involves collaboration with other Managers to achieve broader departmental goals and timely escalation of serious issues.
• Develops a good knowledge of the Company business (tactics, services, key processes, departmental systems and tools etc). Builds a level of industry knowledge to ensure a general understanding of technical advances in telephony enhancements and Customer Experience measurement. Builds effective alignments with the local Management Team, local Customer Experience Teams, in order to share relevant knowledge, agree requirements and resolve issues. Ensures learning materials are accurately maintained and shared within the team and with relevant others.
• Promotes the importance and meaning of Customer Experience through regular communications. These include explaining the vision, benefits of Customer Experience, their role in achieving success, new processes or tools, progress updates etc. Gains commitment from individuals. Ensures both self and Team build and maintain effective Customer relationships using the correct application of processes to ensure timely delivery of Customer requirements, and minimize escalations of issues.
• Provides effective coaching for each employee to provide them with the required competence to consistently deliver the Customer Experience. Manages the development process, including allocating appropriate resources to close performance gaps. Supports structured learning and the mapping of progress through the completion of Competency Evaluation Templates, coaching records and formal development plans.
• Responsible for the inbound and outbound call center activities.?
• Evaluates short-medium term resource requirements, including peak and contingency requirements. Makes structured recommendations including justifications, and subject to upper manager approval, progresses the formal approval/implementation process.
• Regularly evaluates departmental reports (hourly, daily, weekly, trends etc.) and Customer Experience related metrics versus goals and expectations. Identifies and takes corrective actions which may include alignments with other functions and Customer Experience Teams to analyses issues and agree/implement solutions.

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