Contact Center Leader

Job description:

Purpose of the Job:

To manage contact center team to ensure they are fully capable to achieve ultimate customer satisfaction.

Job Responsibilities:

 Act as a first line of contact for Contact Center Executives issues or and/or concerns related to customers process and escalations.

 Handle high level complaints and/or VIP customers requests and inquiries and providing personalized indirect customer service.

Conduct regular performance review of all Executives and organize training sessions to fill in performance gaps as deemed necessary.

Monitor and document performance and tardiness results of each executive member and/or team within the contact center and submit the needed report to the manager if required.

Assist the Contact Center Manager in training, coaching and developing the current and new executives to ensure they always have excellent product knowledge and soft skills.

Conduct monthly coaching sessions (when required) based on the Quality Assurances audits and evaluations to discuss further and emphasize on the executives strengths and areas of development. Facilitate the communication cross functionally among the team members of team and provide counselling when needed.

Hold monthly meeting with the team and provide the manager with the summary meeting report.

Set targets for all call center executives within the team in terms of quality and quantity and ensure they achieve and exceed their KPIs by answering 80% of the calls within 50 seconds.

Schedule and organize shift and break patterns for the executive members to ensure that customers are never left unattended to and ensure schedules are adhered to fully.

Identify training and propose training for direct reports

 Communicate and stay aligned with all entities within the station in case of any complaints or inquiries or products updates in order to ensure smooth and appropriate closure of the case.

 Monitor random calls to ensure that due procedures and quality standards are strictly adhered to.

 Monitor daily and real time performance to maintain service level standards and ensure quick response to service failure.

 Monitor and manage call queues and service levels, assist the executives in answering customers calls whenever needed.

 Stay informed and updated about all Aramex events, activities, service, products and solutions and communicate to all Contact Center Executive.

Support the Ops and CMT team in maintaining a high service level and offering the customer a flawless shipment deliveries process.

  Review Customers feedback in coordination with the Contact Center Management to improve the whole company service level.

Initiate new ideas and strategies to improve performance at the center.

Managing the Contact Center effectively in order to serve the customer while managing the executives performance, schedule, breaks.

 Ensure customer satisfaction by responding on time in a professional manner which will impact indirectly customer retention, revenue and profit.

Take quick corrective actions against any financial loss practice(s) done by the executive(s).

Promote internal services to new and active customers. Such as: Shop & Ship services, Pick-up services, etc..

Job Requirements (Experience and education) :

• Bachelors degree in business or related studies
• 3+ years experience in leading teams in a contact center environment
• Fluent English (Conversation and Writing)
• Understanding of contact center KPIs and reporting updates and figures to upper management
• Passionate about Customer centricity
• Ability to work in a fast-paced environment
• Strong communication and decision-making skills