Bayt.com Jobs: Call Center Officer - Integrated Training

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Call Center Officer - Integrated Training Feb 4th 2013, 06:55 responsible for the daily running and management of the center through the effective use of resources. They have responsibility for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development. Call center officer ensure that calls are answered by staff within agreed time scales and in an appropriate manner. Call center officer liaise with businesses for which they provide the first response, as well as the third parties who supply products to the center. They coordinate and motivate call center staff and may also manage staff recruitment. Typical work activities There are two main types of call center, although some centers may incorporate both functions: • inbound centers receive calls from customers and clients, e.g. queries, requests, orders and complaints; • Outbound centers contact potential customers and clients with the aim of gathering information or selling a product. Work activities vary according to the type of center but tasks will generally involve: • setting and meeting performance targets for speed, efficiency, sales and quality; • managing the daily running of the call center; • liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues; • maintaining up-to-date knowledge of industry developments and involvement in networks; • monitoring random calls to improve quality, minimize errors and track operative performance; • coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff; • reviewing the performance of staff, identifying training needs and planning training sessions; • recording statistics, user rates and the performance levels of the center and preparing reports; • handling the most complex customer complaints or inquiries; • organizing staffing, including shift patterns and the number of staff required to meet demand; • coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes; • forecasting and analyzing data against budget figures on a weekly and/or monthly basis; • Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products. Job Details Date Posted: 2013-02-04 Job Location: Eastern Province, Saudi Arabia Job Role: Support Services Company Industry: Education, Training, and Library Preferred Candidate Career Level: Mid Career Apply Now - Jobs in Saudi Arabia - Search All Jobs

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