wuzzuf.com
Job Description :
Develop and implement contact center strategies and procedures to improve customer satisfaction, efficiency, and productivity.Manage a team of customer service representatives, including recruitment, training, coaching, and performance management.Monitor and analyze contact center metrics to identify trends and areas for improvement.Implement quality assurance measures to ensure that all customer interactions meet established standards.Develop and maintain relationships with internal stakeholders, such as marketing, sales, and operations, to ensure that the contact center supports business objectives.Provide regular reports and updates to senior management on the performance of the contact center.Stay up-to-date with industry trends and best practices and implement changes as needed to improve contact center performance.Ensure compliance with all relevant regulations and standards, such as data privacy and security.Control the legal aspect of CC operationsOwn relationships with external providers, i.e., telco, recruitment, out staffing etc.
Job Requirements :
Bachelor’s degree in business, management, or a related field.At least 3 years of experience in managing a contact center, preferably in a customer-facing industry and 5 + total experience. Excellent analytical and problem-solving skills.Knowledge of customer service principles and practices.Strong leadership and communication skills, with the ability to motivate and develop a team.Experience with contact center technologies, such as CRM systems and IVR systems.Fluent in English and Arabic.Experience in setting up a contact center from the groundExperience in designing and documenting business processes, standards and instructions.