Início Arábia Saudita Manager - Call Center

Início Arábia Saudita Manager - Call Center

Manager - Call Center

Full time na a Laimoon Verified Company no Saudi Arabia
Publicado em May 2, 2024

Detalhes do emprego

Job Description • Plan & prepare the schedules to manage workload and cover work shifts by coordinating with other teams. • Ensure great delivery of service and support to members within agreed KPIs and to meet customer service targets. • Monitor and report team day to day activities such as attending training or coaching sessions, Kaizen validation, submission, etc.  • Manage and close urgent and critical cases with efficient resolution. • Escalate serious cases to call center Manager for resolution to maintain unit KPI's. • Provide call center manager with the required daily dashboards. • Carry out on-going process improvement activities to reduce costs and increase efficiency. • Manage and maintain exceptional approvals by keeping a log for cases that was approved commercially as per authority matrix. • Manage individual quality as per the agreed criteria through weekly validation to errors reported by TQM team followed by necessary coaching sessions and monitoring the progress. • Provide on going coaching and support to the team to update and improve their knowledge. • Train team members on all the new products and ensure 100% understanding and implementation• Ensure best delivery of customer service and support to the members through engagement. Skills • Strong background in customer service in insurance or hospitals. • Able to multitask and work well under stress. • Strong communications skills. • Strong trouble shooting, problem-solving and analytical skills. • Excellent follow up skills

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