11/07/2023
We are currently looking for a Call Center Manager to assign and direct all work performed in the branch and to supervise all areas of operation. You will be committed to the expansion and success of the Domestic by implementing strategies that increase productivity and enable sales targets achievement.
Responsibilities
• Develop and execute the Department's long-term strategic plan in alignment with the corporate strategies.
• Develop annual business plans for the Department and ensure the achievement of financial and strategic objectives.
• Manage the performance of the department’s employees, define workforce requirements, and ensure recruitment, training, and development of talent, in conjunction with the Human Capital Department to achieve business objectives.
• Manage to receive and process customer complaints in a timely manner on several different channels and these channels must include, at a minimum, the free phone, the website, smartphone applications, and e-mail.
• Oversee reviewing the quality of complaints handling procedures and ensuring that they are handled efficiently and with quality.
• Continuously analyze the complaint data and provide a corrective plan to address the sources of the complaint.
• Educate customers continuously through all available channels of the Bank, and work on implementing annual plans for awareness and financial education.
• Enabling customers to automatically assess their satisfaction with the results of complaints handling.
• Prepare and recommend the Department’s budget in alignment with the respective annual business plan.
• Identify and manage the implementation of change initiatives on systems, processes, and practices considering ‘international leading practices’, and/or other changes in the business environment.
Qualifications and Skills Required:
• Bachelor’s degree in business, Management, or any other related field, Master’s degree in business, Management, or any other related is preferred. 10+ years of customer service
• +8 years of experience in relevant industry
• Excellent written and verbal communication skills
• Fluency in both Arabic and English is required. Additional Languages will be desirable
If you are interested in this position and have relevant experience, please contact +201141616170 on WhatsApp or send your cv to
[email protected]
