Contact Centre Manager – Black & Grey HR
-Design the Contact Centre operational strategies by conducting needs assessments, performance reviews, capacity planning and cost/benefit analyses; he/she establishes productivity, quality, and customer-service standards for the Contact Centre
-Drawing on previous experience, he/ she will embrace best practices through ensuring customer service is timely and accurate; develop the quality of customer interaction, call script, voice response systems and take part in designing user interfaces.
-Set departmental goals (sound service level benchmarks) and monitor the quality of Contact Centre agents and call handling. Track and deploy emerging positive trends in Contact Centre operations within insurance industry; benchmarking state-of-the-art practices & our contractual commitments.
-Prepare annual budget and periodic Contact Centre performance reports.
-Provide customer feedback to the appropriate internal teams as per the complaints management procedure. Recommend and advise if any cross-functional training is required to enhance clients’ experience across the board.
-Identify the areas of improvement of customer service procedures and principles. Provide extensive training to subordinates of each team to ensure a proper customer service satisfaction.
|Job Location:||Dubai, United Arab Emirates|
|Company Industry:||Human Resources|