Call Center Shift Manager – Contact Center Company

Principal Accountabilities (Key Result Areas)
• To ensure desired customer delight by providing satisfactory response to customer interaction.
• To achieve desired contact center business plan results for revenue & costs.
• Manage Customer Interactions through Inbound voice contact through his/her team for the various services.
• Identify steps in work processes.
• Identify improvement opportunities.
• Test improvement opportunities.
• Fully implement improvements with best results.
• Constantly monitor & review performance metrics for achievement of objective.
• To track & ensure closure of complaints.
• To effectively manage Contact Center operations for constant performance achievements.
• Constantly login an take an agent role to update himself of customers’ needs
• Manage his/her team quality through listening on constant basis to recorded and live calls
• Identify relevant training needs of agents and Team Leaders & ensure effective implementation.
• Effectively manage shift operations.
• Effectively manage people needs
• Prepare work/manpower schedules.
• Prepare contingency plans.
• Interface with IT/HR/ Training/Quality.
• Collate data & generate MIS report.
• Train & retain team in conjunction with HR for optimum performance.
• Mentor and develop the team.
Standards for Measuring Success
• Customer satisfaction survey
• Meet service level
• Monthly call analysis
• Quantitative
• Qualitative
• Number of issues resolved within the standard time.
• Agent’s productivity
• Other key management attributes & Key Performance Indicators (KPIs) as agreed.

Job Details

Date Posted: 2017-09-27
Job Location: Riyadh, Saudi Arabia
Job Role: Customer Service and Call Center
Company Industry: Customer Service

Preferred Candidate

Career Level: Management
Gender: Male
Nationality: Saudi Arabia
Degree: Bachelor's degree

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