اعلان توظيف صادر عن شركة اورانج في مجال الكول سنتر (خدمة العملاء)

عن هذه الوظيفة

Education & Experience:

• >10 years’ experience in customer service and call centers is a must.
• 5 years in managerial position
• Bachelor`s degree in Business, Computer science or English Language

Key Accountabilities:

• Build Call centers strategy for short and long term, including the ability to build action plans for implementation.
• Work transversal with all departments at customer relations to secure the alignment are in place.
• Ability to build strong continuity plan to secure the continuation of the business in case of crises
• To lead the team of coaching and training to make sure that agents are call center have the highest level of all needed skills
• Lead and manage the call centers ( front and back office ) transformation and operational performance
• lead and manage the Call Centers the digital transformation for the call centers and for the digital assets
• Work for the compliance with the COPC benchmark to support and maintain the certification process.
• Integrate the seamless customer experience from digital care into the call center operations.
• Build the team capacity to face the new challenges required from the vision and mission of the unit
• Execution and management of the outsourcing strategy to secure the quality , availability, Service Level , etc.. at the same time manage the cost of outsource at acceptable level
• Setting goals and objectives for the call center and monitoring performance to ensure that objectives are met
• Developing strategies to improve customer satisfaction and loyalty through better service, faster response times, and increased transparency.

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