الوطنية موبايل |Front Office Manager - Contact centre

Role Summary:
-To ensure the effective management and functionality of the Customer Care Contact Centre
-To supervise and manage the performance of direct reports.
-To manage performance for customer service representatives
-To project, develop, manage and monitor the contact centre equipment requirements, systems, policies, processes and procedures
-To ensure achieving Contact centre KPIs
-To monitor the productivity and effectiveness of the contact centre
-To ensure effective and accurate development and utilization of contact centre systems and applications as well as quality of information captured on systems. (Develop and monitor system reports and statistics)
-To compile departmental budgetary forecasts and budget management.
-To ensure a High Level of Front Office Closure Rates against pre-defined performance criteria.
-To ensure achieving the pre defined and approved KPIs within the allocated resources and budget
-To design and implement staff incentive programs against defined performance criteria.
-To assign, monitor and co-ordinate work assignment
-To provide career development for direct reports (counselling, coaching, KPI’s, career planning and goal setting)
-To determine training needs and identify training courses for individuals and teams in conjunction with Training team.
-To ensure policies and procedures are adhered to, including compliance to Contact Centre specific policies and procedures, financial policies and procedures, etc.
-To ensure that all individual targets and KPIs (key Performance Indicators) are consistently met or exceeded, understanding the relevance and impact of those factors in the team’s overall performance
-Identify and facilitate services / sales improvements and initiatives
-Responsible for the achievement of service levels and sales targets.
-To continually develop own skills by attending all required training courses and maintaining an up to date knowledge of products, services, systems and work processes necessary to carry out the role and to achieve accreditation in relevant business skills.
-To take ownership of own continuous performance improvement plan and personal development, ensuring regular reviews with team performance manager are carried out

Experience & Qualifications::
-Minimum 8 years experience in a telecommunications services related working environment
-3 to 4 years contact centre management experience
-Frontline customer service experience
-High standard of Telecommunication product and service knowledge
-Track record of high standards of performance
-Keyboard proficiency and PC skills
-BA and above as a  professional qualifications
-High standard of personal motivation and initiative
-Ability to respond positively to working within a pressurized environment

Skills::
-Highly proficient and strong English Language, both orally and in writing.
-Team working, Coaching/Development & Leadership traits
-Excellent communicating, negotiating and influencing skills
-Excellent decision Making Ability
-Excellent problem-solving skills.
-Excellent organizational, planning and analytical skills
-Self starter and energetic
-High ability of achieving targets and meeting deadlines.
-Ability to work under pressure and in fast pace environment.