| Hi Greetings !! This is regarding an opportunity with us for one of our esteem Client which is a Leading MNC at a Saudi Arabia. Please have a look at the below description for the job requirement and revert back to me with you updated profile along with your vital details if it sound interesting to you. Role Name nbspnbspnbspnbspnbsp Call Center Manager Job location nbspnbspnbsp Saudi Arabia Experience nbspnbspnbspnbspnbsp 814 Years Industry nbspnbspnbspnbspnbspnbspnbspnbspnbspnbsp Call Center Helpdesk CAFM Deputy Call Centre Manager Job purpose Support the Call Centre Manager to manage the RIC FM Call Centre to ensure the service provided is efficient effective and meets the needs of service users of RIC and stakeholders. nbspImplement strategies within the call centre to support delivery of excellent service to customers. To maximize the performance of the call centre against defined Key Performance Indicators KPIs through effective real time management ensuring that the centre is staffed using a rota system to provide a cost effective service utilizing the available resources in the most efficient possible manner. To ensure excellence in customer services through effective performance management of a team of Customer Service Advisors. The role will require someone with excellent ‘people skills’ an excellent customer focused ethos and be able to share considerable industry experience and best practice ideas to help us drive towards classleading qualityoriented customer service. Responsibilities •Ensure service delivery in the call centre meets with the principles of the Customer Service Strategy. •Understand the client and business requirements support and deliver solutions to meet and exceed needs contributing to the satisfaction of customer objectives. •Manage excellent relationships with all stakeholders including our client and supply partners. •As a member of the managing agent team to be an ambassador and key player ensuring high and consistent standards across the business. •Continually audit performance against requirements and drive continuous improvement. •Have a full understanding of the CAFM systems and the contractual response times and Key Performance Indicators KPI’s and Service Level Agreements SLA’s for service. •Ensuring that customer service delivery is continuously improved in ways that meet the needs of the client and other stakeholders. •Implement and manage a robust customer feedback system to ensure continuous service improvement and contribute to improvement in customer feedback methodology. •Liaising with all operational teams and supply partners to act as an intermediary for customers as and when required. •To accept and case manage on behalf of our Customer Service Advisors difficult customer situations that have been escalated to them ensuring the customers experience in dealing with RIC is positive. •Management of the operational budget for the call centre. •To implement and manage service standards for delivery. •To provide control over quality and quantity of call centre activities through regular monitoring and measurement including adherence to service standards and utilising resources in the most efficient manner. •To ensure established policies and procedures are adhered to. •To achieve agreed Key Performance Indicators KPIs for the call centre to maximise performance. •To report on performance regarding the call centre. •To ensure that information management principles are understood and adhered to. •To develop and motivate a team of customer service staff to support the operation of an efficient energetic contact centre. •To maintain an environment where staff are committed to high standards of customer service and seek to enhance this. •To support the development of a robust customer services training programme and implement within the call centre. •To assist in the provision of overall leadership and direction for the call centre staff. •Ensure employees are well informed and supported including identifying training needs and encouraging staff engagement with relevant training programmes to enable them to provide the range and quality of services needed. •Undertaking regular staff review and development in accordance with policies. •Delivering training and coaching to Customer Service Advisors as required. •To provide input into development of helpdesk and CAFM systems to support an efficient and effective operation. •To provide input into future ICT developments. •To ensure effective business continuity planning is in place. •All staff will be required to support a duty roster to enable FMMA to deliver 247 365 service. Knowledge Skills amp Experience •Degree in communicationcustomer services •Highlevel of experience in managing a similar customerfocussed department •Customer Service qualification preferred •Track record of success in delivering managing call centres •Likely to have in excess of 3 years relevant managementsupervisory experience •MENA Experience preferred •An innovative approach and sound management skills. •Experience of working in a busy and challenging workplace work environment. •Excellent organisational skills •Ability to utilise numerous IT packages e.g. Microsoft Office email Internet etc. •Excellent written and oral communication skills. Person •Management and influencing skills •Able to deal effectively with sensitive issues •Customer Relationship Management Skills •Flexible approach •Ability to work under pressure and meet deadlines •Knows what makes commercial sense •Understands the long term game •Nurture partnership and effective teamwork •Builds trust with all stakeholders •Real passion and enthusiasm to succeed •Knows how to deliver key projects initiatives Education amp Certifications Graduation from Reputed Institution I would request you to please send me your updated profile with the below details. 1. Total Experience 2.Relevant Experience 3.Joining Time required 4.Current CTC 5.Expected CTC 6. DOB 7. Alternate contact 8. Passport No. amp Expiry nbsp |