Call Centre Operations

We’re looking for a customer champion with subject matter expertise in building and managing customer operations support processes. Must be an Arabic speaker.

The Operations Support Specialist’s responsibilities will include the following:
• Define, develop and implement an end to end quality assurance framework across customer operations
• Develop action plans and implement initiatives to uplift and improve customer experience
• Design and implement workforce management tools/processes for customer operations
• Measure and monitor compliance to operational processes
• Define and develop performance management KPIs for the end users and implement performance measuring tools
• Design, develop and improve end user business process work flows in CRM
• Lead Business SPOC for CRM and IVR systems across the company
• Define and develop the end user “how to” interactive guides, decision trees, customer journey maps, processes, SOPs & CRM user manuals for customer operations
• Design and develop training material in addition to delivering end user training
• Certify trainees across the all levels within operations
• Other duties as assigned/requested by department

Requirements

• Must be an Arabic speaker.
• Five years of call center customer care experience, preferably in a technical environment.
• Minimum 2 Years – Scheduling Experience
• Minimum 2 Years - Quality Management Experience
• Minimum 2 Years – Training Experience
• Strong knowledge of customer care processes and techniques
• Bachelor’s Degree
• CRM Tools like - Microsoft Dynamics, SAP, Siebel etc.

Preferred Qualifications
• Customer service orientation
• Problem analysis and Problem solving
• Advanced working knowledge of MS Office, CRM, WFM, Quality Management and IVR tools
• Ability to work under pressure and to tight deadlines due to demanding customer requests
• Certifications such as ITIL, ISO standards