Bayt.com Jobs: Manager CC Opt & Logistics - Contact Center - Gulf International Bank

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Manager CC Opt & Logistics - Contact Center - Gulf International Bank Jan 18th 2013, 08:21 Management, Planning & Execution Manages OPS team to ensure service standards including service level, courtesy, accuracy, first call resolution and CSR Productivity are met Conduct performance reviews of staff and administer rewards Establish agent and team objectives Build individual scorecards for all contact center staff and Monitor performance against predefined targets/scorecard Determine workforce requirements to meet service level and response time objectives Determine agent schedules to meet command center objectives Provide intra-day monitoring and reporting Recommend real-time schedule changes and identify efficiency opportunities Adjust schedules based on workload/forecast shifts Ensure contact center and staffing models include accurate, updated information Provide executive management with reports on workload trends and staffing requirements Develop reports on daily workload Handle coaching points for agents Manage implementation of Quality Assurance initiatives to ensure highest levels of QA Manage & implement all compliance related policies to ensure compliance with SAMA & audit regulations Leadership Implement a robust feedback, mentoring and coaching model Ensure achievement of agreed sales and service quality KPIs Strategy & Business Planning Monitor, evaluate and act upon information from the financial reports and key performance indicators Regular reporting to Senior Management on established performance measures Ensuring the continuous development of new functionality and services of the Contact Centre Regulatory & Compliance Ensure Contact Centre is compliant with all regulatory and operational risk control requirements, including those related to HR and privacy Job Details Date Posted: 2013-01-18 Job Location: Khobar, Saudi Arabia Job Role: Customer Service Company Industry: Banking Preferred Candidate Career Level: Mid Career Nationality: Saudi Arabia Degree: Bachelor's degree / higher diploma Apply Now - Jobs in Saudi Arabia - Search All Jobs

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