Call Center Officer

الوصف الوظيفي

1. To assist with escalation calls where CSR is unable to convince and support retention of the customer.
2. Contribute for the initial hiring and selecting process of the front line.
3. Compiling reports on team’s performance and customer feedback.
4. Required to suggest decisions on any matters relating to improving performance and customer satisfaction with regards insofar as it affects call handling and call center processes
5. Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business
6. Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations
7. Ensure compliance to the Retentions processes and policies in order to achieve the objectives of the organization.
8. Liaise with all other support functions to ensure smooth operations and minimum interruptions for the working team.
9. Maintaining discipline during the shifts and ensuring that no inappropriate activities are pursued by any associate while in office
10. Conduct weekly / daily team meetings to discuss updates, statistics, and other information.
11. Maintain the SOPs with the Process updates, monitor production rate periodically, and take appropriate action.
12. Use quality tools like: six-sigma methodology to identify roots causes of variation in the process to achieve uniformity in customer experience.
13. Ensure that the KPIs defined are met and exceeded

المهارات
-Bachelor Degree
-Min 5 years in Telecom / Banking / BPO – “de-active Collection and DCA’s”
-Knowledge of computers – MS office
-Ability to use information for decision making
-Excellent verbal and listening communication skills
-Extremely organized and efficient on time management
-Team Player
-Ability to influence decision across functions and levels
-Motivate and inspire team members

-Exceptional people management skills

تفاصيل الوظيفة
منطقة الوظيفة دبي, الإمارات العربية المتحدة
قطاع الشركة وكالات التوظيف/التوظيف
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي المبيعات
نوع التوظيف دوام كامل
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني متوسط الخبرة

*** تقدم على الرابط التالي : Apply on the following link ***
https://www.bayt.com/ar/uae/jobs/call-center-officer-3902607/