Director, Contact Center

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.
• 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.
• 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.

Job Details

Date Posted: 2017-08-20
Job Location: Al Kuwait, Kuwait
Job Role: Customer Service and Call Center
Company Industry: Telecommunications

Preferred Candidate

Career Level: Executive/Director

التقدم للوظيفة الان

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