Job Purpose

To be responsible for the daily running and management of the Ahlan prepaid & Demagh Tanya segments call centre to achieve high levels of operational efficiency & excellent customer service.

Report To Position Name

• Set and Meet performance targets for speed, efficiency and quality. • Manage the daily running of the call centre to ensure the consistency of workflow. • Monitor random calls to improve quality, minimize errors and track operative performance. • Plan and develop the recruitment of new hires to enhance the caliber. • Review the performance of staff, identifying training needs and plan training sessions to ensure continues development. • Handle the most complex customer complaints or enquiries. • Develop, implement and review core responsibilities and tasks. • Analyze performance statistics and take decisions based on them. • Improve performance by raising efficiency and sourcing new equipment. • Produce quantitative and qualitative reports on Call Center KPIs and related data with relative recommendations and analysis to improve the call center’s Operation. • Monitor and measure actual delivered customer experience through all touch points. • High value treatment across touch points\: CC and IVR (strategy / implementation).