Job closed
Ref: QP203-16
Job description / Role
Bateel International is looking for a dynamic and ambitious customer focused individual to Manage its Call Center Team.
The selected individual will be responsible for the management of the Call Center Agents in providing callers with an excellent Customer Service that includes prompt reply to queries, efficient logging, processing and progress monitoring of delivery orders, up-selling and complaint/praise management.
Specific day-to-day duties:
- Day to day overall management of Call Center Agents.
- Be visible and available to answer staff/customer questions and provide guidance.
- Take over calls that agents can't handle and be available when an agent appears to need assistance.
- Motivate and encourage agents through positive communication and feedback
- Handling customers feedback be it a complaint or praise
- Spend few hours per week Handling Call Center Agent Job in order to be hands-on at all times.
- Organizes shifts daily roster, approves changes for individual agents
- Ensure the Call Centre technical facilities are in good working condition, including all telephone lines, computer equipment and the operating system, request for technical support for immediate action when work stations are not fully operational
- Guide the team and motivate them to improve sales, quality and overall performance
Weekly duties:
- Prepare a robust roster to meet anticipated business requirements to the agreed standards.
- Review the past week's performance and Result
- Share updates /new information
- Perform at least one monitoring evaluation with each agent every two weeks
- Keep track of attendance, Adherence, rejected calls, Quality, Revenue and Ancillary
- Submit weekly performance summary Report of the team to the Executive Management
- Submit to the Call Centre Supervisor the next week's monitoring assignments and a plan for the team.
- Work with Executive Management on refining and scheduling appropriate training sessions.
- Create an action plan describing the tasks of each agent.
Monthly Duties:
- Create a detailed plan of the way in which you plan to impact your team's day-by-day performance
- Interlock with other Department Leaders to ensure a consistent approach towards Bateel International overall strategies
- Actively participate in performance appraisals for his agents as per HR guidelines
- Keeps Recruitment informed of leaves, resignations and other needs periodically
Requirements
- At least 2-4 years experience in related filled
- Able to use Word, XLS, create and maintain databases
- Time Management and Planning Skills
- Very Good Communication Skills both in English & Arabic
About the Company
The Bateel story starts in Al Ghat, a town in Central Arabia, favoured by nature with sweet water, rich soil and a climate ideal for date production. Here is where Bateel's premium dates were first nurtured and the idea of gourmet dates was born. The evolution to gourmet food production happened over the years, first by combining dates with gourmet chocolate, then by fusing dates with other delicacies, adding diverse deluxe treats and finally perfecting Bateel's integrated production assets and its network of luxurious boutiques and cafes.