managing the daily running of the call center, including sourcing equipment, effective resource planning and implementing call centre strategies and operations;
carrying out needs assessments, performance reviews and cost/benefit analyses;
setting and meeting performance targets for speed, efficiency, sales and quality;
ensuring all relevant communications, records and data are updated and recorded;
advising clients on products and services available;
liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
maintaining up-to-date knowledge of industry developments and involvement in networks;
monitoring random calls to improve quality, minimise errors and track operative performance;
coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
reviewing the performance of staff, identifying training needs and planning training sessions;
recording statistics, user rates and the performance levels of the centre and preparing reports;
handling the most complex customer complaints or enquiries;
organising staffing, including shift patterns and the number of staff required to meet demand;
coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
forecasting and analysing data against budget figures on a weekly and/or monthly basis.
Job Details
Date Posted: | 2015-02-26 |
Job Location: | Riyadh, Saudi Arabia |
Job Role: | Management |
Company Industry: | Hospitality/Tourism/Travel |
Preferred Candidate
Career Level: | Mid Career |
Gender: | Female |
Nationality: | Saudi Arabia |
Apply Now - Jobs in Saudi Arabia - Management Jobs in Saudi Arabia - Search All Jobs
Company:
Date Posted: February 26, 2015 at 12:31PM
Apply Directly Here
Hotel Call Center Manager - Dur Hospitality
No comments:
Post a Comment