Educational Qualification:
Diploma (12th Standard + 2 or 3 years Diploma) with 2 years of experience.
Alternate: Pre-Degree/ High School (12th Standard or equivalent) with 6 years of experience
Linguistic Abilities: English and Arabic is a must.
• Maintain the CSI score of 95%.
• Assign tasks and targets to the inbound Call Center Agents.
• 3 Disseminate information to the staff to ensure correct updates to the customers.
• Analyze the volume of calls, answered as well as abandoned calls on daily basis to ensure defined Service Levels are achieved.
• Monitor and evaluate the performance of the Call Center Agents and provide them with the feedback.
• Resolve escalated customer issues that are not being solved by the inbound Call Center Agents.
• Conduct monthly job related quiz for the inbound call centre agent, prepare monthly score cards and present it to the call centre management.
• Audit call and system workflows and submit report to Manager CRM.
• Ensure updating of recordings in the IVR and upload the relevant greetings related of festivals on timely basis post coordination with IT.
• Suggest innovative ways to improve work processes and technology.
• Maintain confidentiality and address personnel issues sensitively, appropriately in accordance with the established procedures and as per well documented plan.
• Monitor the breaks, log in / logout schedules of staff along with occupancy status.
• Work towards reduction of repeat calls.
• Ensure that maximum calls are handled by the inbound staff instead of being transferred based on the information provided thereby making an effort to maintain MIS accuracy at 95%, reduction in errors and increase the FCR percent.
• Prepare and submit monthly reports and relevant statistics for transferred calls /repeat calls /MIS enquiries/phone call requests sent and complaint status to Deputy/Manager CRM.
• Ensure correct work related information is circulated through checked task to the team at all times in order to avoid friction, miscommunication and employee dissatisfaction
Apply Online
Diploma (12th Standard + 2 or 3 years Diploma) with 2 years of experience.
Alternate: Pre-Degree/ High School (12th Standard or equivalent) with 6 years of experience
Linguistic Abilities: English and Arabic is a must.
• Maintain the CSI score of 95%.
• Assign tasks and targets to the inbound Call Center Agents.
• 3 Disseminate information to the staff to ensure correct updates to the customers.
• Analyze the volume of calls, answered as well as abandoned calls on daily basis to ensure defined Service Levels are achieved.
• Monitor and evaluate the performance of the Call Center Agents and provide them with the feedback.
• Resolve escalated customer issues that are not being solved by the inbound Call Center Agents.
• Conduct monthly job related quiz for the inbound call centre agent, prepare monthly score cards and present it to the call centre management.
• Audit call and system workflows and submit report to Manager CRM.
• Ensure updating of recordings in the IVR and upload the relevant greetings related of festivals on timely basis post coordination with IT.
• Suggest innovative ways to improve work processes and technology.
• Maintain confidentiality and address personnel issues sensitively, appropriately in accordance with the established procedures and as per well documented plan.
• Monitor the breaks, log in / logout schedules of staff along with occupancy status.
• Work towards reduction of repeat calls.
• Ensure that maximum calls are handled by the inbound staff instead of being transferred based on the information provided thereby making an effort to maintain MIS accuracy at 95%, reduction in errors and increase the FCR percent.
• Prepare and submit monthly reports and relevant statistics for transferred calls /repeat calls /MIS enquiries/phone call requests sent and complaint status to Deputy/Manager CRM.
• Ensure correct work related information is circulated through checked task to the team at all times in order to avoid friction, miscommunication and employee dissatisfaction
Apply Online
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