Personality Management: Leading a team of customer service representatives, directing and motivating them. Conducting regular individual meetings, performance reviews, scheduling and work burden to ensure the optimal performance of the team and moral spirit
Main performance indicators and performance: identification, tracking and analysis of the main performance indicators (KPIS) such as the first response time, the time of solution, and customer satisfaction degrees (CSAT)
- Using data to determine directions and apply strategies to achieve or overcome goals
Reports: Preparing and submitting regular reports on the performance of the team, customer observations, and the main standards of senior management
Training and Development: Establishing and implementing comprehensive training programs for new employees and continuous development of the current team
- Ensuring that all members of the team are experts in our products, policies and best practices
Quality Assurance (QA): Establishing and maintaining a strong quality guarantee to monitor and evaluate the quality of all customer reactions through different channels (email, chat, social media, etc.)
Providing constructive notes to agents to improve their skills and performance
Improving operations: Determining opportunities in a proactive way to simplify the workflow, enhance efficiency, and improve customer service experience in general
Working with other sections to implement changes based on customer visions
- Solve problems: Work as an escalation point for the complex problems of customers, and ensuring a timely and effectively solution
Requirements:
Experience installed in customer service management or a high leadership role
Mastering Arabic and English (speaking and writing) is required
Strong skills in managing individuals with a history in training and developing high -performance teams
