Call Center Manager

Job description / Role

Our client operates as a forward-thinking healthcare enterprise, boasting a dynamic presence spanning multiple clinics throughout the KSA. They are now seeking to hire an experienced Call Centre Manager to set up their Call Centre Department.

Client Details

It is rapidly growing firm which is looking to establish a brand-new call centre to support their office.

The company is seeking a highly motivated and experienced Call Centre Manager to spearhead the establishment of the customer service team from scratch. The ideal candidate will be tasked with overseeing all facets of setting up the call centre department, ensuring efficient and effective customer service delivery from its inception. This individual will play a pivotal role in developing processes, recruiting and training staff, fostering a positive work environment, and implementing strategies to elevate customer satisfaction.

Description

* Establish and oversee the setup of all operations within the call centre department.
* Develop initial performance targets and metrics to guide departmental objectives.
* Create and implement strategies to efficiently build and scale the call centre.
* Provide comprehensive coaching, training, and mentorship to newly recruited staff.
* Conduct thorough assessments and offer constructive feedback during the department's early stages.
* Manage and resolve any initial customer complaints or issues effectively.
* Collaborate closely with other departments to establish seamless integration processes.
* Formulate and implement initial call centre policies and procedures in compliance with company standards.
* Research and stay abreast of emerging industry trends and best practices.
* Generate progress reports and presentations for senior management during the department's setup phase.
* Develop and implement the initial technology infrastructure required for call centre operations.
* Establish recruitment and on-boarding processes to build a skilled and efficient team from the ground up.

Job Offer

The successful candidate for this role will be offered a monthly competitive salary with amazing benefits.

Requirements

* Minimum 5 years of experience
* Excellent English speaking and writing skills
* Arabic preferred
* Proficiency in MS Office
* Experience in the Healthcare industry is a plus
* Experience in setting up the department is a plus

About the Company

Michael Page is one of the world's leading professional recruitment consultancies, specializing in the placement of candidates in permanent, contract, temporary and interim positions with clients around the world.

The Group has operations in the UK, Continental Europe, Asia-Pacific and the Americas. In the Middle East we focus on the areas of:

Finance & Accounting Banking & Financial Services Procurement Property & Construction Engineering & Supply Chain Oil & Gas Technical and Engineering Human Resources Sales Marketing Technology Secretarial Executive Search Legal

The Group operates through 161 offices in 33 countries and employs over 5,000 employees worldwide.