- Oversee and lead the operations staff
- Organize, supervise and evaluate the work of assigned staff
- Manage the operations staff daily activities to ensure overall performance and quality objectives are met
- Develop strong relationship with clients Follow up and assure that the providing service to is meeting their expectations
- Handle customer complaint calls and ensure that they are resolved
- Motivate agents and make sure that rules are followed
- Monitor the submitted agents’ attendance, leaves and vacations report s
- Set the clients expectation and follow up on their requirements
- Responsible for calls queue monitoring
Prepare Monthly tickets reports or any related report.
Skills
- Minimum Qualifications : Bachelor's degree in Marketing or any majors related to such position
- Training : Customer Relation Management or any other training will be a strong plus
- Minimum Experience :5+ Years of Experience
Skills
· Leadership skills
· Time management skills
· Handle problems quickly and efficiently
· Depth knowledge in contact center KPI.
· Microsoft office (Microsoft Word, excel, Outlook and PowerPoint)
· Team spirit, an outspoken team player
· A high sense of responsibility and a keen eye for details
· Excellent influencing skills
· Ability to work under pressure
· Patience
· Strong verbal and written communication skills in both Arabic and English Language