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Job Description
JOB PURPOSE
Oversee day-to-day operations in Call Center department, Ensure responding to inquiries and complaints by liaising with respective department to obtain required information to enhance customer satisfaction.
KEY ACCOUNTABILITIES
DESCRIPTION
People Management
§ Supervise the teamwork of the Call Centre Department and follow-up on the evaluation of their performance by providing feedback on an ongoing basis and seeking opportunities to develop their capabilities in order to motivate them and raise the level of performance of the work of the department.
§ Identify the training and development needs of the Call Centre Department employees and fill the knowledge gaps to ensure continuous development and a high level of competence within the team.
Budget Management
§ Prepare and propose Events Management Department budget and control expenditures within the approved budget to enable the department to estimate projected expenditures to ensure efficient and effective use of financial resources.
Customer Services
· Ensure responding to customers with prompt solutions via LCGPA’s channels within the approved SLA, and ensure the quality of information to facilitate smooth operations process and enhance customer satisfaction
· Oversee the Customer Services operation, analyzing work output results, and presenting analysis to senior management.
· Oversee the appropriate escalation of cases, complaints and suggestions collected during calls to the relevant stakeholders/departments in a timely manner.
· Managing customer service reports and enhance it to be up to date based on the systems capabilities.
· Suggest the proper system and tools that upgrade the customer service experience
Policies, Systems, Processes, Procedures, Standards and Reports
§ Direct the development of call center Department policies, systems, processes and procedures to ensure the consistent application and ease of operations for subordinates.
§ Conduct a thorough review and analysis reports submitted by subordinates and make timely decisions to ensure enhancing the call center Department performance, mitigating highlighted risks and achieving LCGPA’s objectives.
§ .
Related Tasks
§ Perform any other related tasks and duties as directed.
Technical Competencies
TECHNICAL COMPETENCIES
- budget management- Basic
- Corporate performance management- Basic
- Strategic Planning- Basic
- People performance management-Basic
- Develop policies and procedures-Basic
- Quality Management-Basic
- Relationship Management-Proficient
- Business related writing and reports-Proficient
- language proficiency-Proficient
- IT skills- Advanced
- customers service- Advanced
Education
Business Administration, Public Administration or relevant field
