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الصفحة الرئيسية وظائف فى قطر وظائف في الدوحة وظائف Head في الدوحة رأس

رئيس قسم الرعاية

Manning Global Group

Posted on December 16, 2019

12 - 13 سنوات الدوحة - قطر

أي تخرج. أي جنسية

سهل التطبيق

عدد الشواغر 01

الوصف الوظيفي

ايميل الوظيفة
تم إرسال البريد الإلكتروني بنجاح.

Responsibilities:
•Responsible for all third, second, or first line contact centre teams (in-house and outsource) providing ongoing customer service, and specific service teams as well as the planning and forecasting team
•Manage the day to day performance of the Contact Centre Operations to deliver a best in class service, meeting or exceeding all KPIs and within budget.
•Set the strategy for the development of the contact centres, staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
•Lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues.
•Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements, improve efficiency and reduce complaints.
•Responsible for the recruitment, training, induction and coaching strategy across the contact centres.
•Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of contact centre colleagues.
•Lead an effective resource planning team, ensuring that resource is fully utilised and any contact demand is effectively covered.
•Applying best practice, develop continuous improvement plans and make recommendations based upon the employee and customer insight.
•Develop plans and offer insight and knowledge to the organisation on the use of new tools and technologies; Telephony, CRM and WFM to create a cost effective operation consistently achieving contact handling SLAs.
•Act as the Voice of the Customer, championing change and improvements across the customer experience, drive change and influence future change/projects to support and achieve improvements in the customer experience
•Deliver cost efficiencies and increased in Customer Satisfaction Scores.
•Enhnce the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
•Good understanding of digital innovations in contact center vertical
•Defining clear long term contact center strategy working cross functionally to ensure 40% digital deflection & being a profit center
•People leadership and a best in class ENPS & Employee Engagement
Qualifications:
•Minimum 12 years experience of at least 6 years in a senior management position
•Experience of working in Telecom, Banking or BPO sectors
•Masters Degree qualified
•People Leadership, Customer Experience, Service delivery, Change Management, Strategy Design and Delivery experience is a must
•Mandatory is Contact Centre experience
•Very good understanding of Digital Care
•Strog people management experience
•Strong partner/vendor management experience
•Must be able to communicate to C level, so excellent communication and presentation skills


اتصالات / Isp

تخطيط شركات / استشارة / استراتيجية / M & A

الكلمات الرئيسية

Head of Care

الدخول للتقدّمسجّل وقدّمقدّم بدون تسجيل

ابلاغ عن هذه الوظيفة

تنبيه: نوكري غلف فقط منصّة يجمع بين كل من الباحثين عن عمل و أصحاب العمل. ننصح المتقدمين للوظائف التحقق من شرعية أصحاب العمل المحتملين. نحن لا ندعم أي مطالبات لتحويل الأموال و ننصح بشدة ضد الإفصاح عن اي معلومات شخصية أو مالية.و ننصح أيضا زيارة تحذير أمني للمزيد من المعلومات. إذا تشك في أي غش أو احتيال اتصل بنا على abuse@naukrigulf.com

Manning Global Group


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