Reference No: ABY16-066
About the job
The purpose of this role is to ensure that highest quality standards are set at the call Centre and ensure that the same are met by the agents. The role monitors phone calls, ensure Call Centre Agents provide excellent customer service when dealing with customers & provide accurate information in a courteous and professional manner.
Develop the quality standards of the Call Centre.
Responsible for setting the telephone script for agents to follow on each call. Monitor inbound and outbound calls to ensure:
Correct telephone etiquettes are being applied by the Call Centre Agents.
Agents are following appropriate hold procedures.
Perform various types of auditing (Recording, Live, Buddy-buddy, Mystery call) to gather information on the quality issues among agents and provide action plan to resolve the same.
Conduct follow up with agents regarding quality issues and provide assistance to improve the quality of their individual performance and increase sales revenue output.
Monitor and score inbound calls taken by Call Centre Agents.
Facilitate calibration sessions with other call centres to ensure scoring accuracy and share best practices for coaching and monitoring.
Provide recommend on changes and training opportunities for Call Centre Agents to the management.
Analyze the results of performance per agent, per team in terms of quality, draw conclusions and make recommendations
Proactively identify trends based on monitoring and provide formalized feedback to superiors based on findings.
Provide performance feedback to assigned managers.
Prepare and analyze monthly evaluation quality scores & staff errors once result is received and provide solution with financial impacts.
Provide training, coaching, feedback, and assistance to Call Centre Agents whose performances are below the standard level of performance set by the company.
Motivate and encourage the Call Centre Agents when under pressure to achieve better results.
Update the Call Centre Agents with the new policies & procedures for quality and ensure adherence of the same.
Qualifications, Experience & Skills:
Must be educated to Higher Diploma level, Bachelor’s Degree preferable.
Minimum of 3 years’ experience in Call Centre.
Effective written and verbal communication skills in English and Arabic.
Must have strong problem solving skills to overcome quality barriers
Must have the ability to multi-task and prioritize assignments efficiently.
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