Center Operations Executive ( Tasheel / Amer )

The Center Operations Executive is responsible for the daily running and management of the center through the effective use of resources and for setting and meeting Contact Center targets as well as planning areas of improvement or development. Ensure that calls and emails are answered by staff within agreed time scales and in an appropriate manner.

JOB CONTEXT & ESSENTIAL FUNCTIONS

1. Manage the daily running of the center, including sourcing equipment, effective resource planning and implementing Contact Center strategies and operations.

2. Carry-out needs assessments, performance reviews and cost/benefit analyses.

3. Set and meet performance targets for speed, efficiency, sales and quality.

4. Ensure all relevant communications, records and data are updated and recorded.

5. Advise clients on products and services available.

6. Liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues.

7. Prepare the required reports " weekly, monthly, quarterly, and yearly".

8. Maintain up-to-date knowledge of industry developments and involvement in networks.

9. Monitor random calls to improve quality, minimize errors and track operative performance. Keep a record of all audited calls for coaching and performance improvement purposes.

10. Coordinate staff recruitment and liaising with Recruitment Officer.

11. Review the performance of staff, conduct regular individual coaching sessions, identifying training needs and planning training sessions. Keep a coaching log to record individual discussions and points of improvement.

12. Generate Vocalcomm reports for the purpose of call center performance analysis and operational service delivery improvement. Record statistics, user rates and the performance levels of the center and preparing recommended actions based on the reports.

13. Handle the most complex customer complaints or enquiries.

14. Organize staffing, including shift patterns and the number of staff required to meet demand.

15. Coach, motivate and retain staff and coordinate bonus, reward and incentive schemes.

16. Forecast and analyze data against budget figures on a weekly and/or monthly basis.

EDUCATION & EXPERIENCES

• Graduate of any four-year course.
• 3-5 years’ experience working in customer-service industry
• 2-3 years Contact Center supervisory work experience

JOB PREREQUISITES/ SKILLS

• Knowledgeable in Microsoft Office applications
• Highly adaptable to changes
• Ability to generate Vocalcomm system reports and maximize system usage
• Ability to assess and assign WeCare System customer concerns according to complexity and urgency
• Advanced problem solving and decision-making skills
• Excellent customer service and customer management skills

Job Type: Full-time

Experience:

• Center Operations Government Service: 4 years (Required)