الوطنية موبايل | Contact Center Coordinator

الوصف الوظيفي

Contact Center Coordinator (Front office)

Field: Customer Care
Contract Type: Full Time - Permanent
Location: Palestine - Ramallah
Closing date: 10-Jan-2017

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 three 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.

Note: you will be required to attach the following:

- Resume / cv
- Passport-size photograph