A leading master developer in Muscat, Oman is looking to hire a Contact Centre Manager (CCM) who will be responsible for the management of the Contact Centre Executives/Representatives team, acting as a mentor, manager and problem solver in order to build outstanding customer relationships, enhance customer focus, build service efficiency, and pursue the best customer experience. Reporting to Vice President Customer Experience.
Operations:
1. Planning and forecasting the Contact Centre requirement in line with company’s strategic plans.
2. Initiate and manage a contact centre quality control process to ensure that the service provided is meeting the highest levels of customer service.
3. Review all customers/callers touch points/interface and maximise the deliverable through contact and information centre.
4. Ensures that customers’ interface are answered/addressed by staff within agreed time scales and in an appropriate manner.
5. Ensure that communication with all customers/callers is proactive and meets the required standards of professionalism and excellence.
6. Handling the most complex customer complaints or enquiries.
7. Ensure all customer complaints escalated from the Contract Centre team are resolved within the agreed SLA’s.
8. Manage the achievement of operation targets and KPI’s.
9. Monitor the quality of call back customer calls against the agreed standards and customer expectations.
10. Monitor outstanding service requests and ensure service levels are met.
11. Regularly monitor and analyse the customer complaints or customer issues observed and escalate to the respective department for any identified service queries.
People Management
1. Agreeing Training and development Plans for each Team Member embracing business and technical continuity and development.
2. Create and monitor adherence to work schedules/shifts and adjust appropriately to ensure service level, cost, and quality goals are met.
3. Ensure accuracy and compliance to all business processes as required and secure continuous development and improvement of processes, system enhancements, programs and projects that will improve customer relationships and experience, productivity, efficiency, cost management and overall performance of the contact centre.
4. Coaches employees in the area of conflict resolution with internal and external customers. Makes initial determination regarding whether an employee under his/her direction and control should be counselled and/or disciplined and makes recommendations as to the nature of the discipline regarding the same, including the issues of corrective actions and Performance Improvement Plans (PIPs).
5. Establishing performance targets and Key Performance Indicators (KPI’s) for each team member/ and agreeing review dates. Manage and meet all department KPI’s, targets and Service Level Agreements reporting on the same and recommending preventative measures.
6. Manage team in line with company policies and processes while living and enforcing the company values.
7. Provide leadership through coaching, mentoring, and development of the Contact Centre Executives (CCEs) to provide excellent customer service and achieve the clearly defined goals.
8. Monitoring staff morale and where issues have been observed or highlighted pro-actively taking action, in consultation with senior management.
9. Maintaining up-to-date knowledge of industry developments and involvement in networks as well as proposing/seeking their implementation to ensure maintain completive advantage.
10. Ensure that the staff are up-to-date with the information and products as well as planned activities and events, and endeavour to effectively handle unplanned/unexpected ones successfully.
11. Maintain good relationships with internal departments. Also, liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
12. Develop process and SLA’s with internal departments and external stakeholders to feed the contact centre with information and updates.
13. Create contact centre performance goals and ensure the team’s attainment of these goals.
1. Monitor the team performance regularly.
2. Motivate and empower the team to get things done on behalf of the customer.
3. Conduct weekly meetings with the team, and with Marketing to provide feedback, and set direction
4. Conduct a team meeting every week in order to share information, update the teams with feedback and discuss service improvement initiatives.
14. Undertake any other duties as may be periodically assigned by senior management.
Job Details
| Date Posted: | 2016-05-17 |
| Job Location: | Muscat, Oman |
| Job Role: | Customer Service |
| Company Industry: | Real Estate |
Preferred Candidate
| Career Level: | Management |
| Degree: | Bachelor's degree |
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