Written by Maud on 2009-03-24
Jobs in UAE – Our client, a large Finance company based in Abu Dhabi is looking to recruit a dynamic Assistant Gateway Manager. Your responsibilities will include but not be limited to:-
* Support the Gateway Manger to manage the call centre & Reception teams, including, training, monitoring and call centre operations & all related MI;
* Provide a world class customer centric call centre service;
* Ensure total quality management and control is established throughout the process;
* Identify areas where process/policy is not being implemented appropriately and take immediate reparative action as well as suggest improvements and alternatives;
* Implement appropriate methods to gather process effectiveness and improvement feedback and identified gaps in process functionality;
* Monitor and manage Call Centre & Reception M1 to ensure all customer queries are being dealt;
* Ensuring that the customer is at the heart of everything we do as a business and delivering truly exceptional client experience;
* Drive a high performance culture by constantly motivating and coaching other call centre team members;
Main Accountabilities:-
Call Centre Management:
* Manage the Call Centre & Reception Operating Policies and Procedures (including SLAs) and ensure continuous enhancement;
* Assist recruitment, management and performance development of Call Centre staff;
* Support design and delivery of Call Centre M1 to ensure all customer queries are being dealt;
* Design & deliver training, call monitoring, role pays and coaching the call centre agents & FOH officers to ensure that rebuts feedback mechanism exists and maintain an acceptable level of team;
* Prepare and maintain staff shifts ROTA & schedules.
* Work with the team members to develop and act upon a development plan to ensure that each individual has an opportunity to achieve their performance goals;