Role Purpose : 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 Service desks.
CONTACT CENTER OPERATIONS
• 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 optimize 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.
TELESALES / TELEMARKETING
• 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
• Manages the Retention / Save Desk function to ensure they assist customers in order to retain them as Customers
• Ensures Voice of the Customer complaints are followed up on and closed.
• Review weekly the number of customers saved in order to track operational efficiency.
||Al Kuwait, Kuwait
||Customer Service and Call Center
التقدم للوظيفة الان
أنشئ سيرتك الذاتية الآن و تواصل على الفور مع أكبر و أفضل الشركات اون لاين. إنشائك لسيرة ذاتية على موقع المازن.كوم هي الوسيلة الأكثر فعالية للحصول على الوظيفة Director, Contact Center بكل سهولة الان مجانا.