Jobs Customer Service Jobs in Saudi Arabia in Saudi Arabia
WHAT:
The jobs in this level are responsible for supervising the quality of calls on the call center and analyzing the frequency and types of customers questions. They are also responsible for implementing training and supervising shift schedules.
HOW:
* Implement and suggest improvements to the contact center Management policies and procedures
* Supervise and coach team members to ensure optimal performance is achieved and provide improvement recommendations as required
* Answer escalated customers non-technical complaints / questions through calls or e-mails to ensure fulfillment of customer requests in timely and efficient manner
* Identify needs for proactive communication with customers (in cases of exceptional delays) to set expectations and prevent clashes and complaints
* Ensure implementation of tailored responses that match the caller's expectations and demonstrate a sense of urgency for their request for retention purposes
* Familiarize the team with customer needs, development process, techniques, knowledge tools
* Verify infrastructure readiness and work environment suitability for better service
* Provide daily and weekly status reports to call center supervisor mentioning achievements, overall performance, risks and challenges
* Maintain professional and courteous communication / quality of service with customers during all times to maintain Zain's professional image
* Implement selling, promotion and advertisement of new services/products to attract potential businesses, VIP and key account customers
Quality Assurance and Training
* Listen to call center agents conversations and recordings, review related Quality Assurance reports developed by senior agents and provide comments as needed
* Assist in supervising the quality of calls across contact centers through sampling to ensure consistency and quality of service and address incompliance issues
* Assist in performing random calls to track operative performance and provide recommendations to improve service quality and minimize errors
* Assist in supervising lines termination and port-out and identify main causes and issues in order to resolve them
* Provide support and trainings to subordinates making sure agents are capable of providing the best service to customers
* Follow-up with concerned internal and external call center teams to make sure preventive and corrective actions identified are being implemented for a better customer service
* Analyze the frequency and types of customers questions and complaints and ensure response scripts availability for agents
* Highlight the need for a new/updated/upgraded inbound script based on new/updated/upgraded products and services or any other changes impacting the type of answer that should be communicated with customers
* Analyze and report on customer feedback (e.g. scorecards, business reviews, complaints) related to products, services, experience and innovation to coordinate corrective action for improvement purposes
* Draft outbound and inbound script in close coordination with product development and marketing communication teams and forward it to supervisor for review and comments
Workforce Management
* Participate in the forecast and analysis of workforce trends/call volumes/patterns/productivity and staffing models to determine required manpower to efficiently meet set SLA levels
* Develop and supervise shift schedules of agents based on call volume forecasts in order to maintain continuous work operations
* Participate in the determination of most optimized working schedules based on data analysis and trends review for the efficient flow of operations
* Collect data concerning volume of operations on a daily, monthly and yearly basis and draft analytical reports
* Monitor inbound call/interventions traffic and ensure efficient distribution of resources based on avail
Job Details
| Date Posted: | 2017-04-03 |
| Job Location: | Riyadh, Saudi Arabia |
| Job Role: | Customer Service and Call Center |
| Company Industry: | Customer Service |
Preferred Candidate
| Career Level: | Entry Level |
jobs VIP Call Center Shift Leader (Female) - Zain Group
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