Marketing/PR Jobs in Saudi Arabia Call Center Manager - Petromin Corporation
Jobs Marketing/PR Jobs in Saudi Arabia in Saudi Arabia
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Jobs Marketing/PR Jobs in Saudi Arabia in Saudi Arabia
- Managing, measuring and coaching the team, ensuring a positive and seamless transaction for customers.
- Maximize efficiencies within the system to create a positive outcome for our and KPIs.
- Liaise and manage relations between the teams, dealership and manufacturers.
- Provide oversight, tactical/strategic planning for the call center team as they provide exceptional assistance to the customer/end-user community.
- Daily supervision of call center team and processes, including prioritizing, scheduling and escalations.
- Manage customer handling (call flow) processes.
- Develop standards, processes, procedures and documentation to support quality and service goals involving.
- Triage and assignment of incoming calls to closing a call with a satisfied customer.
- Monitor and maintain service levels to ensure CSRs are properly supporting the program
- Employee development, performance management/improvement, and succession planning
- Develop, coach, support and evaluate the team:
- Provide feedback and coaching timely
- Evaluate and coach back customer service skills to assure consistent quality
- Foster/mentor a consistent positive, cooperative, courteous, and professional attitude
- Create and deliver performance reviews
- Manage attendance
- Recognize and reward excellent team performance
- Be visible and available on the floor. Interact with the team as much as possible through team meetings, walking the floor, one-on-one meetings, etc.
- Ensure employees have the necessary training and job aids to perform their job responsibilities
- Collaborate with Engineering, Software Development and Product Management and IT to escalate and resolve issues
- Interact with key external users for feedback to make process improvement/enhancement recommendations
- Compile monthly reports for management along with daily metrics reporting including
- Complaint/problem frequency
- Strive to continuously improve results and customer satisfaction
- Other duties may be assigned
Job Details
| Posted Date: | 2019-05-30 |
| Job Location: | Jeddah , Saudi Arabia |
| Job Role: | Marketing and PR |
| Company Industry: | Automotive |
Preferred Candidate
| Career Level: | Mid Career |
| Gender: | Female |
| Degree: | Bachelor's degree |
To apply for this job click here
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