Summary

Plan, manage, and ensure the delivery of quality customer service by the call center

Key Responsibilities

  • Participate in setting the Call Center strategies.
  • Ensure effective participation in translating Customer Service and Call Center strategies into operational plan.
  • Set, follow-up and control Call Center objectives and key performance indicators based on the company's corporate objectives.
  • Prepare Call Center yearly budget.
  • Analyze the actual vs. budget results on a quarterly basis, and take preventive actions to reduce unnecessary excessive costs.
  • Participate in the products development, testing, Launching and improvement of new services, through delivering new ideas, feedback, and recommendations to the concerned entities.
  • Transfer and follow-up un-resolved requests and complaints with the concerned staff and entities.
  • Maintain, update and improve the techniques and the tools of Call Center Unit that guarantee effective and efficient practice.
  • Interview and select Call Center candidates.
  • Develop knowledge of latest call center technologies.
  • Analyze Call Center daily, weekly, monthly, seasonal, and yearly statistics, detect customer behavior trends, and suggest ways of improvements.
  • Ensure effective participation in developing and improving company’s work environment.
  • Lead, develop and motivate team members to reach optimum performance and achieve corporate, department and unit's objective.
  • Perform any duty or assignment requested by management.
  • Responsible for Contributing to the enhancement of customer satisfaction.

Competencies

  • Excellent communication skills.
  • Very good management and leadership skills.
  • Very good reporting skills.
  • Good command of M.S. office.
  • Budgeting abilities.
  • Planning and organizing skills.

Work Experience

Education

Bachelor in Business or relevant field

Language

  • Arabic (required)
  • English (required)
  • Kurdish (preferred)

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