Alghanim Industries - Kuwait - Position Overview Associate Manager is responsible for ensuring call center objectives are being met by making sure that staffing is optimized, agents team leaders and supervisor are meeting business objectives and KPIs, and continuously enhancing quality of service provided to customers by enhancing team performance, training, process flows, etc… Essential Job Roles: Develops call center systems by enhancing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations. Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans. Accomplishes call center human resource objectives by orienting, training, assigning, coaching and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and r...
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