Main Job Tasks, Duties and Responsibilities:
- Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.
- Establish a high standard for productivity, quality, customer service as well as define user guidelines.
- Develop company systems for customer interaction and voice response and control the implementation process.
- Manage and improve centre performance through performance monitoring, problem resolution, system audits and quality assurance measures.
- Aid human resources department in recruitment process by interviewing potential hires and outlining
- Summarize, collect and analyse call centre trends and data for regular performance reports.
- Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.
- Maintain consistent professional improvement through company provided workshops, tracking call centre trends and active participation in team projects.
- Help promote positive company environment by having a motivated, friendly, and professional attitude.
جميع الحقوق محفوظة لموقع جوبس.
- Bachelor’s Degree.
- 5+ years of managerial experience.
- Customer service experience preferred.
- 3+ years of call centre experience preferred.
Skills and Knowledge
- Excellent English.
- Customer Focus.
- Customer Service.
- Excellent verbal communication skills
- Process Improvement.
- Problem Solving.
- People Skills.
- People Management,
- Managing Processes.
- Emphasizing Excellence
- Good writing skills and presentation skills
Interested applicants should send their c.v (English only) to: [email protected], please reference the job title as [ Operation Senior Team Leader ] in the subject line of your e-mail.
The successful candidates will need to have a commitment to challenging students to reach the highest possible standard, have excellent communication skills and be an effective team player.
Transcend is committed to a policy of equal opportunities. We provide an excellent working environment within a highly professional and friendly Palestinian and international team.
We thank all applicants for their interest, but regret that only short-listed candidates will be contacted.