Digital channels Senior Manager-Contact Center

  • Responsibilities 

   *Manage Client relation and provide Utmost solutions

   * Develop and implement strategies to improve call center efficiency, reduce call handling time, and increase first-call resolution rates.

   * Analyze call center data and metrics to identify trends, areas for improvement, and opportunities for optimization.

   * Motivate and inspire the team to achieve high levels of customer satisfaction and operational excellence.

   * Manage employee performance, including performance reviews, disciplinary actions, and rewards.

   * Develop and implement customer service strategies to enhance the overall customer experience.

   * Monitor customer satisfaction levels and address customer complaints promptly and effectively.

    * Develop and manage the call center budget, including forecasting expenses and revenue.

   * Monitor call center costs and identify opportunities for cost reduction.

   * Ensure that the call center is operating within budget.


Qualifications* Bachelor's degree in business administration, management, or a related field.* Minimum 5 years of experience in call center operations.*Minimum 4 years as Operations Manager *Off shore operations back ground is a plus * Excellent leadership, communication, and interpersonal skills.* Strong analytical and problem-solving skills.
تاريخ النشر: اليوم
الناشر: Wuzzuf .com
تاريخ النشر: اليوم
الناشر: Wuzzuf .com