BANTA - Kuwait City - Implementing and coordinating operational policies, manuals and procedures for the CRM team and the reception centers. Establishing performance objectives' for CRM meeting the set targets for speed, efficiency and quality. Hold regular team meeting, script reviews and role play sessions to ensure consistency in proceeded and target are collectively achieved. Establishing budgetary requirements, monitoring and maintaining cost controls for customer care. Review and initiate working practices to identify improvements in productivity, quality, services levels and customer satisfaction. Leasing with the human resources division for staffing needs recruiting all new staff, training and supervising new and existing staff, counseling & resolving problem and issues. Evaluate the CRM team every two months and take disciplinary action whenever required. Monitoring leave and days off as well as duty rosters for entire CRM team. Monitoring the level of customer care service that being prov...
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