Director, Contact Center (Customer Care – Telecom provider) – Michael Page International (UAE) Limited

Overall management of staff in the Contact Center, developing and implementing appropriate quality checks and procedures to ensure an accurate and effective Contact Center, Telesales/Telemarketing, Retention Desk and PAM Service desks.
Client Details
Leading telecom provider in Kuwait
– Develop and operate a multi-tenant Contact Center with multi service levels, depending on the segmentation strategy of Marketing.- Ensure Contact Center services are delivered to agreed standards and collaborate with Assistant Managers to optimise the business processes and identify areas for improvement.- Develop policies and procedures for the Inbound, Telemarketing and Business Analysis departments to ensure an efficient operation.- Work with the Assistant Managers to improve business processes and identify problems and implement improvements.- Develop strategies, plans and budgets to implement and achieve agreed business objectives- Manages the Team Leaders and staff in the Telemarketing function to ensure they assist customers to understand the product packages that are best suited to their needs.- Develop and implement procedures and processes for dealing with out-bound campaigns- Assist in producing and implementing new value- add services that ensure higher revenues from customers while optimising customer service to reduce churn.- Manages the Retention / Save Desk function to ensure they assist customers in order to retain them as Ooredoo Customers- Ensures Voice of the Customer complaints are followed up on and closed.
– Required years of experience based on progression ladder, related experience in a senior role in a Contact Center or in a Customer Service environment.- 5 +years management experience.- Team leadership and coaching skills.- Strong knowledge of the telecom Regulatory and legal environment.- Ability to operate in a diverse multicultural, multinational work environment, exhibiting appropriate sensitivities.- Bachelor Degree in business or a related discipline from a recognised tertiary institution.
Job Offer
tax free expat package with generous benefits

Job Details

Date Posted: 2017-08-16
Job Location: Kuwait
Job Role: Management
Company Industry: Customer Service
Monthly Salary: US $10,000

Preferred Candidate

Career Level: Management

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