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مطلوب مشرف مشروع

مطلوب مشرف مشروع
The primary role of this position is to manage and coordinate all day to day activities
Of operation function trough efficient utilization of a workforce of team leader and
Agents . to ensure that all customer transaction (voice or non voice) are carried away
According to the solexplus standards and as per contraction agreement with client.
Essential duties and responsibilities
• Supervises and supports team leaders to ensure that project service level
An agreement are consistent with or exceeds clients service standards.
• Assists in implementing the service process and quality plan.
• Transports continuous improvement in process management and team performance.
• Monitors performance and help team leaders in achieving the assigned goals .
• Understands projects requirements, researches the best practices and assists in the design and implementation of ne processes and tools.
• Appraises team leaders against their agreed KPIS .
• Ensure that subordinates produce the desired quality.
• Provides regular feedback to the team on productivity and quality of output for continues improvement.
• Ensures compliance with company’s confidentiality and release of information policies and procedures .
• Assists in hiring and deployment of manpower.
• Coordinates the workflow on the assigned shift.
• Responds to queries from team members and provides assistance with regards to
Their questions and work related problems.
• Ensure proper feedback system to help making each agent aware of his/her
Weak areas and improve upon, and hence, promote both quality and quantity.
• Handles difficult and sensitive situations tactfully and responsibly.
• Interacts with the technical support team, as needs.
• Performs other duties as assigned.
• Analyzes and prepares reviews/ reports for clients.
• Bachelors degree in management.
• 5 years experience in a similar position.
Requires skills
• Excellent in oral, written and reading in English (Mandatory) and Arabic (plus).
• Ability to work in shifts.
• Ability to manage large team(s).
• Strong knowledge of customer care techniques and processes.
• In-depth knowledge of service desk operations, call/transaction processing,
Client specifications, and call center management system.
• Managerial and supervisory skills.
• Team building and team development skills.
• Planning, organizing and forecasting skills.
• Follow-up abilities.
• Excellent presentations skills.
• Excellent communication and interpersonal skills.
• Problem solving skills.
• Customer relationship management .
• Ability to utilize resources, i.e. human / financial resources.
مصادر خارجيهلم يحدد
Miscellaneous jobsRiyadh , Saudi Arabia

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