Kuwait City - Determines Call Center operational strategies by conducting needs assessments, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews. Prepares semi-annually Performance Reviews to all Call Center staff; identifying training needs and planning training sessions. Maintains and improves Call Center operations by monitoring system performance; identifying and resolving problems; providing corrective feedbacks, preparing and completing Action Plans; completing system audits and analyses; managing system and process improvement and quality assurance programs. Monitors random calls to improve quality minimize errors and track operative performance. Accomplishes Call Center Human Resource objectives by approving the select...
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