Job closed
Ref: OP234-22
Job description / Role
- Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations;
- Carrying out needs assessments, performance reviews and cost/benefit analyses;
- Setting and meeting performance targets for speed, efficiency, sales and quality;
- Ensuring all relevant communications, records and data are updated and recorded;
- Advising clients on products and services available;
- Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
- Maintaining up-to-date knowledge of industry developments and involvement in networks;
- Monitoring random calls to improve quality, minimise errors and track operative performance;
- Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
- Reviewing the performance of staff, identifying training needs and planning training sessions;
- Recording statistics, user rates and the performance levels of the centre and preparing reports;
- Handling the most complex customer complaints or enquiries;
- Organising staffing, including shift patterns and the number of staff required to meet demand;
- Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
- Forecasting and analysing data against budget figures on a weekly and/or monthly basis.
Requirements
- Problem Solving and Decision Making Skills.
- Energetic, creative, Committed, Self Dependant, Team Player, customer mania driven
- Financial and Analytical Skills
- Leadership Skills
- Good Planning and Organizing Skills
- Language skills - fluency in English (Oral/Written)
- Good command of MS Office applications
- Ability to work under stress
- Ability to work in multi task environment
About the Company
It was just the beginning of the spurt of innovative ideas from him, as he would later go on to scale more peaks that were beyond the realm of commoners' perception. Since then, Mr. Al Safar has firmed his presence in the IT Industry as a strong and dedicated entrepreneur.
Soon, it was time to diversify into other uncharted territories, as the man with a mission is not one to rest on past achievements and laurels. That is when the Al Safar Group, under his able guidance, turned a realty developer and kick-started new projects that were the talk of the country. Its latest project - Times Square Tower - stands testimony to it.
Developed in association with the Spanish Onofre Miguel Group, the prestigious $40-million project will offer locals and expatriates the opportunity to invest in freehold commercial property that is set to become one of the Kingdom's most exclusive business addresses in the Diplomatic Area, besides it being a towering symbol of Bahrain's continued economic growth and development.
Down the line, Al Safar's business has always been innovative and his prime approach is to introduce new and unique cutting-edge technologies in the market, thus carving a niche through all the organizations he leads. So, right from the service and high-profile maintenance of private cars to the wild and exotic Rainforest Cafe, IT services and training company Exceed, and the famous American take-away burger and beverages franchise, Ez Take Out, the premier group specialises in these categories.
In about quarter-a-century, Mr. Al Safar has expanded his business in line with the market needs and spearheaded many successful companies that are the jewels in the crown of the Al Safar Group today.