MANAGER, CONTACT CENTRE

Posted on

Monday, 27 May 2019, 22 Ramadan 1440

 

Apply by

 

Saturday, 27 July 2019, 24 Dhu Al Qida 1440

 

Location

 

Riyadh

 

Department/Section

 

Pbx Unit

Summary

Providescontinuous feedback and coaching to achieve the highest quality customerexperience while maintaining service metrics and regulatory requirements.Fosters the team environment that promotes the highest level of associateengagement and morale. Creates collaborative environment in which associates atall levels of the organization area encouraged to voice ideas and concerns.

Essential Responsibilities and Duties

1. Determines Contact Centre operationalstrategies by conducting needs assessments, performance reviews, capacityplanning, and cost/benefit analysis. Identifies and evaluates state-of-the-arttechnologies.

2. Defines user requirements, technicalspecifications, production, productivity, and quality service standards.Contributes information and analysis to organizational strategic plans andreviews.

3. Develops Contact Centre systems bydeveloping customer interaction and voice response systems and voice networks.Designs user interface, develops and executes user acceptance and test plans.Plans and controls implementations.

4. Maintains and improves Contact Centreoperation by monitoring system performance. Identifies and resolves problems.Prepares and completes action plans and completes system audits and analysis.

5. Manages system and process improvement andquality assurance programs and assists in installing upgrades.

6. Accomplishes Contact Centre human resourceobjectives by recruiting, selecting, orienting, training, assigning, coaching,and counselling subordinates. Administers scheduling systems, communicationsjob expectations; planning, monitoring, appraising, and reviewing jobcontributions.

7. Meets Contact Centre financial objectives andestimates requirements by preparing an annual budget. Schedules expenditures;analyses variances, and initiates corrective actions.

8. Prepares Contact Centre performance reportby collecting, analyzing and summarizing data and trends.

9. Maintains and evaluates equipment. Developspreventive maintenance programs; calling for repair review and implementingupgrades.

10. Maintains professional and technicalknowledge by tracking emerging trend in Contact Centre operations management. Conductsbenchmarking to assess the state-of-the-art in professional societies.

11. Accomplishes organizational goals byaccepting ownership for accomplishing new and different requests; exploringopportunities to add value to job accomplishments.

12. Follows all Hospital related policies andprocedures.

13. Participates in self and others’educational, training and development, as applicable

14. Performs other related duties as assigned.

Education

Mastersor Bachelor’s Degree in Administration, Management, Communication, Public orother related discipline is required.

Experience Required

Five(5) years of related experience including two (2) years in supervisory capacitywith Master’s or seven (7) years with Bachelor’s Degree is required.

Other Requirements(Certificates)

SaudiNationals only.