The Head of Contact Centre would be expected to be committed to delivering a great customer contact experience through a variety of customer contact channels which might be; Phone, Email, Web/Live Chat, Video, Social, Correspondence. He/ She will ensure that customers receive a friendly, professional and consistently high quality service helping to resolve various queries, close any sales enquiries and get it right first time
Manage the day to day performance of the Contact Centre Operations to deliver the best in class service, meeting or exceeding all KPIs and within the yearly plan.
Ensuring that we gain and maintain recognition for the quality of customer service.
Lead, inspire and co-ordinate the contact center management team at all levels to create motivated and engaged colleagues.
Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
Responsible for the training, induction and coaching strategy across the contact center
Taking responsibility for the ongoing development all levels of contact center colleagues.
Reviewing and defining clearly all contact center roles, any required shift and candidate profiles required across the contact center operation after getting the direct Manager approvals.
Lead an effective resource planning team, ensuring that resource is fully utilized and any contact demand is effectively covered.
Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience.
Deliver cost efficiencies and increased in Customer Satisfaction Scores.
Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
Any other assigned tasks from direct manager
|Job Location:||Riyadh, Saudi Arabia|
|Job Role:||Customer Service and Call Center|
|Company Industry:||Motor Vehicle Passenger Transport|
|Career Level:||Mid Career|