Managing the daily activity of an Inbound /Outbound Call Center.
Setting Call Centre Strategies and Standard operation and procedures.
Manage the call center activities in coordination with delivery / operations.
Support all the call center staff when needed in their daily duties (Taking calls, booking orders, resolving customer complaints and escalations)
Implement new processes in the call center to enhance the level of services.
Tracking the performance of staff, provide tips and guidelines identifying Training needs and planning Training Sessions, motivating, and retaining staff.
Monitor and supervise the implementation of the call center plans in coordination with operations, to maintain the highest standard of performance and services.
Creating and maintaining a friendly and professional environment within the Department.