وظائف شاغرة لدى الملكية الاردنية

وظائف شاغرة لدى الملكية الاردنية

hatemsalah 11 مارس, 2018 لا تعليقات سكرتارية, محاسبة 2916 مشاهدات

وظائف شاغرة لدى الملكية الاردنية

Contact Center Operations Manager

Job Description

  • Manage telephony network

  • Ensure service levels and agreed telephony provisions are met to deliver stability and system confidence to customers
  • Manage the delivery of agreed initiatives to enhance the customer experience
  • Liaise with vendors and develop new technologies to meet customer contact demands through multimedia applications

  • Reporting and Analytics

  • Develop and implement analysis tools and methodologies which lead recommendations for business and client growth strategies
  • Drive continual efficiency, accuracy and integrity improvements
  • Manage the analysis and relevance of daily, weekly, monthly and ad hoc Contact Centre and Management Team reporting tools.
  • Provide detailed analysis of performance data and center statistics to identify trends and opportunities to drive efficiencies in performance, resource utilization and customer growth
  • Develop, plan and execute strategic workforce planning  

  • Negotiate with existing and potential clients on the business ability to service and grow revenue streams by providing efficiency in operational performance.
  • Identify, evaluate & address staffing implications of business strategies and plans, as well as highlight potential issues and threats
  • Lead forecasting, modelling and analysis to identify gaps with current state and implement a program of recommendations, plans and actions to bridge the gaps
  • Participate with management on workforce strategies, analyses and issues
  • Budget

  • Prepare manpower budgets, forecast and utilization at a client level to address revenue growth and margin management.
  • Find efficiencies in operation to maximize margin and promote client growth. 

Skills

  • Significant experience in Business Analysis
  • Strong negotiation and client management skills and experience
  • Experience in development of key performance measurement tools
  • Strong financial analysis background
  • Proven analytical and problem solving prowess.
  • Ability to make things happen. – Passion to help drive change.
  • Customer service orientation
  • Proven people management skills.
  • Strong team spirit.

Education

Business Administration or any related field


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