Contact Center Manager

The Contact Center Manager is responsible for directing, managing, planning, organizing, and implementing departmental goals, objectives, and strategies to achieve service excellence and customer satisfaction.Key Objectives: Efficiently manage SGE’s Regional Call Center operation VOC & CS_Risk Center operation handling CQI Index achievement (KPIs Monitoring & Analysis)OSM – Online Support Management (Digital Service)CMI and SCSI Indexes management and control Quality Assurance (Calls & Written Communication)Agents Training and certification Position Responsibilities: Develop and implement contact center operations strategies and technologies which optimize the cost-effectiveness and reliability of resources.Manage change within the contact center operations (Inbound, Outbound, and Back office).Ensure adherence to defined standard operation procedures (SOPs) in accordance with GPPM guidelines and directives.Provide constructive & constant feedback on improvement of services, systems which may either reduce cycle time or costs or enhance customer satisfaction or increase controls & reduce risks.Stay current on available technologies and work processes that have potential to improve contact center performance, real-time responsiveness, and efficiency.Work and coordinate with training and development manager department to align training needs and enhance skill and team development.Examine call volumes and staffing levels to ensure efficient call center operations.Coordinate with Senior Technical Manager and other managers to monitor budget requirements and compliance.Prepare regular performance and progress reports relating to the scope of work.Qualifications: At least 5-10 years of extensive experience in Customer Center operation and management.Graduate - Bachelor Degree in related discipline.Local / GCC Experience is a pre-requisite.Good networking with the local industry.Result driven, hands-on, dynamic with ability to work under pressure.Strong interpersonal, communication and presentation skills and a good negotiator.Language Skills: Preferably Arabic speaker. Ability to read, analyze, and interpret service/sales/financial reports, data, and studies. Ability to respond to common inquiries or complaints from customers, distributors, or members of the business community. Ability to effectively present information to top management, public groups and/or clients. #J-18808-Ljbffr