إنتهت صلاحية هذا الإعلان الوظيفي لقد إنتهت صلاحية هذا الإعلان الوظيفي و هو غير مفتوح حاليا لأي طلبات عمل.
إرفاق
وصف الوظيفة
● Owner of the contact center activities, ensuring operational targets and strategic guidelines are met in a consistent manner.
● Create a positive work environment by supporting supervisors, encouraging agents, resolving escalations and identifying engagement opportunities for the team.
● Collaborate with the Excellence Hub teams and other relevant stakeholders to develop, implement and continuously improve policies, SOPs, KPIs and service metrics.
● Utilize superior communication skills backed by appropriate data analytics to identify, resolve or otherwise act on complaints, service optimization and improvement opportunities.
● Oversee the appropriate escalation of cases, complaints and suggestions collected during calls to the relevant stakeholders/departments in a timely manner.
● Ensure that all customer interactions with the contact center are logged and stored in a manner compliant with legal, quality, audit and other requirements.
● Oversee the continuous training, development and recruitment process of new agents, supervisors and other team members.
● Prepare the relevant reports and findings based on service delivery figures and data insights; and deliver them to the Director and other leadership cadre as required.
المهارات
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Management / supervisory experience within a contact centre.
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Data analytics and insights experience.
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Banking industry experience.
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KPI development and implementation, with knowledge of
performance management, target setting and assessments.
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Knowledge in design and application of relevant strategies.
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Strong financial and analytical acumen.
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Experience with people management and talent development.
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Experience with procurement and tender processes.
المؤهلات العلمية
ٍRelevant field