Overview
Manger – Call Center Jobs in Jiddah, Makkah, Saudi Arabia at Bupa Arabia
Title: Manger – Call Center
Company: Bupa Arabia
Location: Jiddah, Makkah, Saudi Arabia
Job Description
Call Center Operations
Ensures reports & dashboards are prepared for the unit to manage call center daily performance
Analyse customer call trends and behaviour to collect key information to aid in identifying possible complaints
Implement & monitor call center service unit plan to handle customer calls and cases ensuring effective First Contact Resolution
Build a strong relationship with preauthorization team to facilitate the role of call center team to deliver the services.
Execution of service strategy
Develop and implement call center policies and procedures
Satisfy escalated customer issues by answering inquiries and resolving complaints
Call Center daily operations and activites
Ensure the necessary resources and tools are available for quality customer service delivery by accurately forecasting workload
Manage the daily unit’s operations to ensure the highest level of efficiency and compliance with policies, procedures, and process
Monitor daily operations and take required decisions to maintain and improve processes in line with Key Performance Indicators
Plan, prioritize and delegate work tasks to ensure effective unit operations
People management and capability building
Ensure and facilitate goal setting; manage and constantly review individual performance
Provide regular feedback, coaching and development
Motivate, empower and enable direct reports by providing the necessary tools and support required to achieve the organizational development objectives
Skills
Strong background in customer service in telecommunications, insurance, hospitals, banks or FMCG.
Able to multitask and work well under stress
Commercial skills in combination with service focused mindset
Strong trouble shooting, problem-solving and analytical skills
Excellent follow up skills
Strong communication skills
Strong leadership skills and handling the team
