133010 - Call Center Manager Take part in identifying the general objectives and strategic plans of call center, directly supervise planning and organizing the communication-associated works at the center, assign tasks to the personnel, follow implementation of different works, in line with the operational plans and executive programs, and ensure the availability of all technical and human resources that ensure effectiveness of workflow as much as possible.
Main Tasks:
Participate in the development and preparation of the general plans and objectives of the call center in line with the strategic visions and priorities, and ensure the existence of accurate frameworks and metrics by which the level of achieving these strategic plans and objectives is determined.
Develop the detailed plans, programs and projects of the call center, follow the implementation thereof for ensuring the best outputs as well as the highest levels of efficiency, quality and productivity, and ensure compliance with all the approved regulations, rules and policies, in such regard.
Coordinate with all concerned bodies; with a view to installing and maintaining equipment and devices of call center, and ensure overcoming all associated challenges.
Supervise the flow of processes, procedures and services being provided at the call center, revise and follow raised suggestions and complaints, study the same, take the measures and action required for solving, and ensure non-occurrence of them in the future.
Ensure the availability of qualified and trained cadres within various processes and activities of call center, ensure providing them with the continuous support and guidance, and enable them from employing the recent practices and methods for improving the level of activities and works therewith associated.
Educational Level:
Educational Field:
Electronics and automation
Management and administration
Skills:
Technical skills:
Telecommunication technology (sales)
Communications protocol (surveillance)
Internet protocol (IP) telephony technology
