Career Center

Duties & Responsibilities

• Coordinating the interactions of the Contact centre representatives with the customers in respect to the processes, procedures and policies defined by the service.
• Ensuring that the Contact centre representatives answer to the customers with courtesy, efficiency and professionalism.
• Assisting the Contact canter representatives in providing appropriate solutions and answers to the customers’ questions and/or problems.
• Ensuring that the Contact centre representatives take all the opportunities to promote our products and services (initial sales and «up-selling »).
• Ensuring efficient use of Contact centre representatives’ time and ensure the respect of the schedule.
• Alerting the direction of the Contact centre in case of problems or decrease of the service level, recommending and implementing appropriate solutions.
• Participating in the analysis of daily, weekly and monthly activity reports and identifies opportunities to optimize the team’s performance and the level of service in general.
• Evaluating the performance of the Contact centre representatives as per defined quality and quantity performance criteria’s.
• Maintaining a high level of motivation in the team.
• Proposing improvements to the existing processes, when required.
• Ensuring that the team respects the corporate policies on confidentiality.
• Recommending the necessary continuous training and assure a post-training follow-up of the Contact centre representatives.

Experience & Qualifications

• Minimum two years of experience ideally in front office contact centre environment.
• Bachelor degree in Business Administrator or related filed/experience.

Skills

• Excellent coaching and counseling skills.
• Excellent time management, communications, decision making, presentation, human relations, and organizational skills.
• Team spirit.
• Motivator, dynamic and very good communicator.
• Strong sense of initiative.
• Good analytical skills.
• Computer literacy knowledge (Microsoft).
• Proficiency in Arabic and English (oral and written).
• Strong personality with leadership traits.