Job Description

•Main Objective: To coordinate the delivery of effective and efficient service and maximize retention of consumer segment subscribers through the provision of appropriate staff, a customer-centric mindset and efficient systems in response to fluctuations in customer needs and varying levels of call demand. To ensure that the brand image of KILID is maintained. •Main Responsibilities: -Task Complexity: •Optimize and align Service Operations with organizational objectives in order to increase service delivery •Communicate, implement and monitor quality targets •Plan and manage the peak and off peak hours for Call Center staff •Define and follow the department’s Key Performance Indicators •Participate in training the staff •Follow up and control the Call Center tasks •Assure the best work environment for the team •Guarantee a high quality customer approach •Standardize the productivity and the efficiency of the Department •Organize the distribution of tasks to accommodate the launching of new services and features •Analyze call flow and the nature of calls received •Identify and report major variations •Control and assure a high quality level of customer service •Define the needs and the procedures of the Department and assure their application •Prepare periodic reports to top management, as necessary or requested •Determine and validate the customer approach of the telesales agents •Suggest and participate in the implementation of new Call Center solutions and technologies in order to meet customer expectations and maintain a high quality level in the Call Center environment •Investigate (agent capability and needs, customer needs) and communicate duty roster for call center teams •Manage escalated calls and queries -Managerial Complexity: •Define and maintain departmental budget •Ensure that job outputs are measured and met, performance management of staff •Coaching, mentoring, learning and development and training of functional team •Management of Diversity in team •Manage diverse workforce - temporary workers •Maintain high standard of quality and excellent customer service -Role complexity: •Key impact of poor service on customer loyalty and churn •Ensure that the functional structure optimize utilization of available resource *Number of subordinates: 30 - 40 Supervisors