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Job description / Role
Responsible for the daily running and management of the call center through the effective use of resources
Major Accountabilities
- Setting and meeting performance targets for speed, efficiency, sales and quality;
- managing the daily running of the call center,
- Maintaining a proper contact data base and CDE process.
- liaising with other functions to gather information and resolve issues;
- maintaining up-to-date knowledge of industry developments and involvement in networks;
- monitoring random calls to improve quality, minimize errors and track operative performance;
- coordinating staff recruitment 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 center and preparing reports;
- handling the most complex customer complaints or enquiries;
- organizing 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 analyzing data against budget figures on a weekly and/or monthly basis;
- improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products
Requirements
- Customer Service, Customer Focus, Sales skills, People management, Phone Skills, Listening, Verbal Communication, Data Entry Skills, Product Knowledge, Job Knowledge, Objectivity, Dependability, Multi-tasking
- Should have a minimum Diploma or degree.
- Multilingual
- Preference would be to have minimum 3 years experience as a Call Center Supervisor/team leader, with good CRM & IT knowledge.
Salary offered:
4500 AED approximately + Commission + Benefits
About the Company
The Coca-Cola Company (TCCC) is the world's largest beverage company, refreshing consumers around the world for over 137 years. Our unrivaled portfolio includes more than 500 sparkling and still brands and more than 3,800 beverage choices, with iconic brands such as Coca-Cola, Sprite, Fanta, Costa Coffee, Monster, Powerade, Minute Maid, Nutri Boost, and Schweppes.
The Coca-Cola Bottling Investments Group (BIG) is TCCC’s global bottling arm whose operations are primarily focused on markets in Asia and the Middle East, covering 13 countries with 45 plants and over 38,000 employees, serving 1.8 billion consumers. BIG has evolved over the years and the future is exciting — it is currently regarded as a world-class bottler and a role model for system alignment, with many years of experience winning in the market and developing talent and innovations in the countries where it operates.
The Gulf Coca-Cola Beverages (GCCB) is a bottling company of The Coca-Cola Company and the Gulf Cooperation Council (GCC) region. The joint venture operates in four (4) countries namely, Bahrain, Oman, Qatar, and the United Arab Emirates (UAE). The company produces and distributes a variety of non-alcoholic beverages under the Coca-Cola brand in the Gulf region. It is a place where you can make a positive mark on the world. Whether through our sustainability initiatives, human rights work, or the ripple economic impact each person creates by simply doing their job well, there are endless opportunities to build shareholder value and make an impactful contribution to many communities.