To manage the daily operations of the contact center through team training and monitoring to achieve the highest level of quality and productivity
Roles and Responsibilities:
Operations and Planning
Manage the daily running of the contact centre
Handle escalated customer complaints and enquiries
Analyse & review performance statistics and adjust contact centre operations accordingly
Forecast and analyse data against targets
Ensure that all team members are supplied with equipment, tools, knowledge, and training required to perform their tasks efficiently and effectively.
Identify operational improvement opportunities with the contact centre and develop needed action plans.
Performance
Review the performance of contact centre team members, identifying staff training needs and planning training sessions
Monitor random calls to improve quality, minimise errors and track operational performance
People
Coach, motivate and retain contact centre team members
Build capacity of contact centre team members
Organize staffing, including shift patterns and the number of staff required to meet demand
Job Details
| Date Posted: | 2016-04-20 |
| Job Location: | Cairo, Egypt |
| Job Role: | Sales |
| Company Industry: | Shipping |
Preferred Candidate
| Career Level: | Entry Level |
| Nationality: | Egypt |
| Degree: | Bachelor's degree |
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Contact Center Executive
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