The main responsibilities of this job holders are developing objectives for the call center’s day-to-day activities.Conducting effective resource planning to maximize the productivity of resources (people, technology etc.
Collecting and analyzing call-center statistics (sales rates, costs, customer service metrics etc.)
Develop objectives for the call center’s day-to-day activities
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
Assume responsibility of budgeting and tracking expenses.
Hire, coach and provide training to personnel to maintain high customer service standards
Monitor and improve ordering, telephone handling and other procedures.
Evaluate performance with key metrics (accuracy, call-waiting time etc.)
Prepare reports for different departments or upper management
Proven experience as call center manager in Banking.
Experience in customer service and managing team is required at list 8 years
Knowledge of performance evaluation and customer service metrics.
Proficient in MS Office and call center equipment / software programs.
Outstanding communication and interpersonal skills.
Excellent organizational and leadership skills with a problem-solving ability.
Candidate must be Bilingual (Arabic and English).