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Contact Center Manager

5.00 to 7.00 Years   Saudi Arabia, Riyadh   11 Nov, 2023
ACCESS Corporate Services
Job LocationSaudi Arabia, Riyadh
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther
Functional AreaNot Mentioned

Job Description

Company DescriptionACCESS Corporate Services & Solutions SARL I Recruitment I Outsourcing I Training I #ACSSME is a human talent development, outsourcing and recruitment company operating within the Middle East region. With its HQ established in Lebanon-Beirut.On behalf of our client, we are recruiting for them a Contact Center Manager Our client is a multinational company in High-tech, consumer electronics, that manufacture and supply, one of the most branded High-tech Electronics world-wide, (Global Brand) they are looking to hire immediately a to be in charge of running and managing the Contact center operations in their Riyadhs Office :

  • Knowledgeable on multichannel call center support. (Inbound/Outbound/emails/chat/social media, etc)
  • Set KPI targets for all call center consultants.
  • Schedule and organize shift patterns for other team members to ensure Service levels are met as per SLAs.
  • Understand organizations products, services, procedures, and guidelines and communicate same to all team members.
  • Prepare forecasts and budgets for the call center LOB.
  • Monitor all calls to ensure that due procedures and quality standards are strictly adhered to the client standards.
  • Prepare Training plan for CIC new hire.
  • Facilitate and organize training sessions for all agents and participate in the recruitment of new call consultants.
  • Recommend and purchase gadgets/equipment to enhance job performance at the call center.
  • Conduct regular review of all call center agents performance and organize training sessions for under performers.
  • Submit regular reports to management and seek new ideas and strategies to improve performance at the center.
  • Keep up with trends and happenings in the industry and ensure adherence to industry standards.
  • Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
Requirements:
  • 5+ years of experience as a , in a well know establishment in the SA Market.
  • Extensively involved in Service operation management, Business/Product development, Key Account Management & after sales service.
  • Positive attitude to learn new things & good behavior with juniors & seniors
  • Willingness to work in a flexible manner in terms of number of working hours, days
  • High Proficiency in Excel, PowerPoint, MS office and Presentation skills
  • Excellent to communicate in Arabic Must and English and Fluently (Both Must)

Keyskills :
Training business development Budgets recruitment After Sales Service key account management communication Product Knowledge

About Company

Devoteam is a leading consulting firm focused on digital strategy, tech platforms and cybersecurity.
By combining creativity, tech and data insights, we empower our customers to transform their business and unlock the future.
With 25 years’ experience and more than 8,500 employees across Europe, the Middle East and Africa, Devoteam promotes responsible tech for people and works to create better change.

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