Job Description

KEY RESPONSIBILITIES/ACCOUNTABILITIES Assist in the management the day-to-day operations of the respective department by providing expertise, encouraging and ensuring teamwork and aligning work processes in order to achieve high performance standards. Ensure optimum productivity levels from the customer care representatives while ensuring sales and service support to the customer. Implement and ensure adherence of all processes to company policies, procedures and guidelines. Define performance metrics, review team performance against these metrics, identify training needs and plan. Work to ensure the inbound and outbound teams are working together to meet customer call demands, balance dispute settlements and any kind of outage for proper action and decision making. Enhance query resolution capability by liaising with service managers, suppliers and third parties to gather customer service information and updates. Monitor and ensure constant availability of predefined number of free lines for incoming contacts. Ensure adherence to quality standards for all customer interactions. Analyze past contact volumes to forecast contact volumes in the future in order to effectively utilize resources and ensure minimal number of contact drops. Maintain the required knowledge level of the company's products, services & solutions to ensure assisting the customers effectively whenever required as to guarantee achieving the required results. Oversee management and escalation of customer queries and complaints to ensure prompt and efficient resolution of customer enquiries / complaints. Follow-up on progress of complaint settlement with the departments involved and ensure regular information is shared with customers about status, prefaced steps & solutions. Generate regular and special reports for the Customer Care Supervisor that summarize and forecast business activities and financial position of the Call Center Unit and escalate critical issues. Proactively manage and motivate staff to be highly professional and results oriented to ensure that the Team delivers the optimum and agreed levels of contribution to stc. Perform other duties as directed by Director, Manager or other superiors. KNOWLEDGE Minimum Qualifications Bachelor's Degree is required. Language Skills Fluent English and Arabic skills (written and spoken) required. Years of Experience A Minimum of 4 Years of relevant experience. Schedule: Full-time Shift: Day Job Travel: