The NOC/Call Center Manager is responsible for the daily running and management of the center through the effective use of resources.
هو/she has responsibility for meeting, and possibly setting customer service targets as well as planning areas of improvement or development. هو/She ensures that calls and emails are answered by staff within agreed time scales and in an appropriate manner. هو/She is also responsible for supervising staff who monitor the network and confirm it is continuously up and running.
The NOC/Call Center Manager liaises with clients, actual and potential. هو/She coordinates and motivates call center staff and manages relevant staff recruitment.
ensuring staff is continuously monitoring the network and performing first level trouble shooting and problem solving;
managing the daily running of the NOC/مركز الإتصال, including sourcing equipment, effective resource planning and implementing NOC/call center strategies and operations;
carrying out needs assessments, performance reviews and cost/benefit analyses;
setting and meeting performance targets for speed, نجاعة, sales and quality;
ensuring all relevant communications, records and data are updated and recorded;
advising clients on products and services available;
liaising with supervisors, قادة الفريق, operatives and third parties to gather information and resolve issues;
الحفاظ على ما يصل-إلى-date knowledge of industry developments and involvement in networks;
monitoring random calls to improve quality, minimize errors and track operative performance;
coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff;
reviewing the performance of staff, identifying training needs and planning training sessions;
recording statistics, user rates and the performance levels of the center and preparing reports;
handling the most complex customer complaints or enquiries;
organizing staffing, including shift patterns and the number of staff required to meet demand;
تدريب, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
forecasting and analyzing data against budget figures on a weekly and/or monthly basis.
Bachelor's degree in CCE.
2-خبرة 4 سنوات في دور مماثل
تحليلي قوي, مهارات حل المشاكل واتخاذ القرارات لتقييم البدائل وتقديم توصيات بشان قضايا الاعمال.
يتقن في جميع جوانب تطبيقات مايكروسوفت اوفيس.
مهارات التفاوض الاستثنائية.
حل المشكلات الاستثنائية والمهارات التحليلية.
Excellent communications skills, both verbal and written.
Ability to work in a fast paced environment.