Contact Center Manager

Job description / Role

Purpose of the job:

The Contact Center Manager is responsible for directing, managing, planning, organizing, and implementing departmental goals, objectives and strategies to achieve service excellence and customer satisfaction.

Key Objectives:

• Efficiently manage SGE’s Regional Call Center operation
• VOC & CS_Risk Center operation handling
• CQI Index achievemnet(KPIs Monitoring & Analysis).
• OSM – Online Support Management(Digital Service)
• CMI and SCSI Indexes mangemnet and control
• Quality Assurance(Calls & Written Communication)
• Agents Training and certification

Position Responsibilities:

• The Contact Center Manager is responsible for directing, managing, planning, organizing, and implementing departmental goals and objectives.
• Develop and implement contact centre operations strategies and technologies which optimize the cost effectiveness and reliability of resources.
• Manage change within the contact centre operations (Inbound, Outbound, and Back office)
• Ensure adherence to defined standard operation procedures (SOPs) in accordance with GPPM guidelines and directives.
• Provide constructive & constant feedback on improvement of services, Systems which may either reduce cycle time or costs or enhance customer satisfaction or increase controls & reduce risks.
• Stay current on available technologies and work processes that have potential to improve contact center performance, real time responsiveness and efficiency.
• Work and coordinate with training and development manager department to align training needs and enhance skill and team development
• Examine call volumes and staffing levels to ensure efficient call center operations.
• Coordinate with Senior Technical Manager and other managers to monitor budget requirements and compliance
• Prepare regular performance and progress reports relating to the scope of work and ensure agents & Call Center KPIs are met.
• Conduct regular team performance review and administer rewards and incentive programs.
• Provide on Job training, mentoring and coaching.
• Oversee recruitment, hiring and training process
• Create and maintain an environment that encourages input from subordinates
• Act as liaison between Senior technical Manager and Support functions/departments
• Carry out other tasks and assignments that are deemed within the call center manager
Competency, and as laid down in Samsung’s processes and procedures

Requirements

Qualifications
• Experience, Education and Licensure

- At least 5-10 years of extensive experience in Customer Center operation and management.
- Graduate - Bachelor Degree in related discipline
- Local / GCC Experience is a pre-requisite.
- Good networking with the local industry
- Result driven, hands on, dynamic with ability to work under pressure.
- Strong interpersonal, communication and presentation skills and a good negotiator•

Language Skills
Preferably Arabic speaker. Ability to read, analyze, and interpret service/ sales/financial reports, data and studies. Ability to respond to common inquiries or complaints from customers, distributors, or members of the business community. Ability to effectively present information to top management, public groups and/or clients.

About the Company

Samsung Electronics Co., Ltd. is a global leader in technology, opening new possibilities for people everywhere. Through relentless innovation and discovery, Samsung is transforming the worlds of TVs, smartphones, tablets, PCs, cameras, home appliances, printers, LTE systems, medical devices, semiconductors and LED solutions. Samsung employs 286,000 people across 80 countries with annual sales of US$216.7 billion.