ManagerCCOpt&Logistics-ContactCenter Jobs in Khobar - 2863543

Job Description

Management, Planning & Execution

Manages OPS team to ensure service standards including service level, courtesy, accuracy, first call resolution and CSR Productivity are met
Conduct performance reviews of staff and administer rewards
Establish agent and team objectives
Build individual scorecards for all contact center staff and Monitor performance against predefined targetsscorecard
Determine workforce requirements to meet service level and response time objectives
Determine agent schedules to meet command center objectives
Provide intra-day monitoring and reporting
Recommend real-time schedule changes and identify efficiency opportunities
Adjust schedules based on workloadforecast shifts
Ensure contact center and staffing models include accurate, updated information
Provide executive management with reports on workload trends and staffing requirements
Develop reports on daily workload
Handle coaching points for agents
Manage implementation of Quality Assurance initiatives to ensure highest levels of QA Manage & implement all compliance related policies to ensure compliance with SAMA & audit regulations


Leadership
Implement a robust feedback, mentoring and coaching model
Ensure achievement of agreed sales and service quality KPIs

Strategy & Business Planning

Monitor, evaluate and act upon information from the financial reports and key performance indicators
Regular reporting to Senior Management on established performance measures
Ensuring the continuous development of new functionality and services of the Contact Centre
Regulatory & Compliance
Ensure Contact Centre is compliant with all regulatory and operational risk control requirements, including those related to HR and privacy