Responsible for the daily running and management of the Call Center; providing customer service excellence and technical support on telephony systems, and setting and meeting performance targets for speed, efficiency, sales and quality.
Key Accountabilities:
• Direct call center operations as a liaison between clients, supervisors, and call center agents.
• Conduct group training sessions on products and services, and develop a system and call scripts to facilitate the efficient management of call volume.
• Develop cross selling techniques of each customer service representative to drive revenue growth.
• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
• Review call center statistics to measure staff performance and the need for improvement, and develop KPIs and reports accordingly.
• Monitor interaction between staff and callers to ensure quality assurance standards.
• Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
• Coordinate the interviewing, hiring and training of customer service representatives.
• Ensure strict adherence to company policies and procedural guidelines.
Skills
• University Degree in Marketing, Communications or any other related field
• Minimum 5 years of experience in Call Center management
• Excellent communication and customer relations skills
• High leadership and managerial skills
• Computer Skills including knowledge in MS Word, Excel and PowerPoint; telephony and proprietary call center systems.
Send CV at: jobs@kuc.com.kw
Key Accountabilities:
• Direct call center operations as a liaison between clients, supervisors, and call center agents.
• Conduct group training sessions on products and services, and develop a system and call scripts to facilitate the efficient management of call volume.
• Develop cross selling techniques of each customer service representative to drive revenue growth.
• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
• Review call center statistics to measure staff performance and the need for improvement, and develop KPIs and reports accordingly.
• Monitor interaction between staff and callers to ensure quality assurance standards.
• Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
• Coordinate the interviewing, hiring and training of customer service representatives.
• Ensure strict adherence to company policies and procedural guidelines.
Skills
• University Degree in Marketing, Communications or any other related field
• Minimum 5 years of experience in Call Center management
• Excellent communication and customer relations skills
• High leadership and managerial skills
• Computer Skills including knowledge in MS Word, Excel and PowerPoint; telephony and proprietary call center systems.
Send CV at: jobs@kuc.com.kw
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