Ref: KP206-459

Job description / Role

Employment: Full Time

Operate and manage the day to day call center activities and ensure that the performance goals are achieved and meet business expectations in an efficient and profitable way.

Key Responsibilities
- Create, monitor and review procedures that are implemented to attain efficient and effective day-to-day operations; develop standard operating procedures/ workflows to ensure adequacy in meeting call center objectives.
- Manages call center setup; making sure all requirements, facilities and resources are available on time needed to meet deadlines; this requires alignments with all related departments.
- Develop performance reports in order to assure tracking of departmental key performance indicators and provide analysis for data concerning the call center operations/customers.
- Collaborate with other departments managers to develop agent schedules that support the forecasted calls and enable the call center to meet service level objectives, quality objectives, productivity and objectives.
- Evaluate current staffing and future needs based on efficiency analysis. Make recommendations for headcount changes.
- Report any unresolved technical obstacles to IT, recommends acquisition and deployment of new technologies and equipment and suggests required modifications on the call center software system resulting from customers' complaints and inquiries.
- Provide consistent support to agents by serving as a reliable resource for information and resolving difficult situations as they arise.
- Effectively motivate and guide employees toward achieving individual, team and company goals and objectives. Help develop and implement activities to create team spirit and performance improvement.
- Assure that the call center operations have and implement tracking mechanisms for all metrics and provide plans for constant improvement.
- Support supervisors by providing sufficient training on the different technological procedures, flowcharts constructions, skills or systems used in the call center and supervise over their accuracy in transferring the knowledge to representatives.

Requirements

- Bachelors degree in management or computer science or any related field from an accredited institution.
- Minimum 5 years experience in the Call Center management /supervision area.
- Experience in health care setting.

Skills
- Excellent communication skills, both written and oral in Arabic and English.
- Computer Literacy (Word, Excel, PowerPoint, Outlook)
- Must possess strong data analytical skills
- Proven track record of leading change, driving performance, and reducing operational defects.
- Proficiency in Telecommunications, LAN and Internet services.
- Decision Making; make important decisions in a timely and effective manner.
- Multi-task and learn and communicate a vast array of operational information Prioritize workload and deliver against requested projects on time.
- Be continuously updated with industry technologies and operational standards

About the Company

EJADAH Management Consultancy (EMC) is one of the leading providers of total human resources solutions and organizational development in Saudi Arabia and the Gulf.

We are the foremost firm in Saudi Arabia offering total human resources solutions combining understanding of the local market with international expertise. Our quality services focus on three prime activities, consultancy, executive search and middle management recruitment, which are unmatched in the local marketplace. Our focus on human resources development enables us to build-up your human resources function from scratch, or aligning human resources to your strategy to enhance the performance of your staff and organisation.

Overall we have the necessary tools and expertise to enable us to provide you with comprehensive management consultancy services.

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