Inbound centres - receive calls and emails from customers and clients, e.g. queries, requests, orders and complaints.
Outbound centres - contact potential customers and clients with the aim of gathering information or selling a product.
Duties vary according to the type of centre but generally involve:
- managing the daily running of the call centre, 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: | 2016-04-27 |
| Job Location: | Jeddah , Saudi Arabia |
| Job Role: | Management |
| Company Industry: | Customer Service |
Preferred Candidate
| Career Level: | Management |
| Gender: | Female |
| Nationality: | United Arab Emirates; Bahrain; Djibouti; Algeria; Egypt; Iraq; Jordan; Comoros; Kuwait; Lebanon; Libya; Morocco; Mauritania; Oman; Palestine; Qatar; Saudi Arabia; Sudan; Somalia; Syria; Tunisia; Yemen |
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