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الوصف الوظيفي Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations. Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades. Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends. Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments المهارات Ability to multitask and remain calm under pressure, especially during peak hours or intense situation. Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills. Knowledge of management principles and familiarity with company products, services, and policies. Strong coaching and leadership skills, ability to motivate employees Strong Team Management Skills Think Outside of the box Comply with company Timings (8:00 am to 5:00 pm, One hour Break) Strong Personality Language: Read, write and speak English is a must. Knowledge of MS office. تفاصيل الوظيفة |
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