Setting Call Centre Strategies and Standard operation and procedures.
Manage the call center activities in coordination with delivery / operations.
Support all the Call center staff when needed in their daily duties (Taking calls, booking orders, resolving customer complaints and escalations)
Implement new processes in the Call center to enhance the level of services.
Tracking the performance of staff, provide tips and guidelines identifying Training needs and planning Training Sessions, motivating and retaining staff.
Monitor & supervise the implementation of the call center plans in coordination with operations, to maintain the highest standard of performance and services.
Advanced proficiency in developing relevant KPIs and conducting analysis based on learned metrics
Creating and maintaining a friendly and professional environment within the Department.
Remain available at all times for Agents questions and concerns, since the Call Center Department is 24/7 operational.
Ensure all Call Center Agents are performing at par.
Preparing Call Center Department Reports.
Organizing staffing, including shift patterns and number of staff required meeting the work demand.
Set a back-up Staffing Rota, in case of Emergency Leave, assuring a smooth flow within the Department.