Contact Centre Coordinator Required in Dubai - Dubai

Contact Centre Coordinator Required in Dubai

About Us

Vehicle | Motorist | Fleet Assistance | Digital Roadside Assistance

We are a group of companies and for over 20 years we have been providing innovative vehicle, motorist and fleet support services across the MENA region. We own and operate a 24/7 emergency response centre, a fleet of recovery vehicles and a digital dispatch system. Our strength lies in the unmatched customer experience we provide and the efficiency with which we deliver our services. We are very proud to have set the standard for success in our industry and are the leaders in our field. We are now extending our services across the region to a larger B2C audience via our digital product and are planning to expand our range of products and services.

About You

As part of expansion, we are looking for an experienced Contact Centre Coordinator to be responsible for a team of representatives who offer excellent customer service. You will ensure that the team is compliant with the policies and procedures of the organisation and offer consistency in service delivery. You will oversee the work of every member of your team and assist them in maintaining satisfied customers, resolving customer complaints and improving customer service.

To be successful as a Contact Centre Coordinator, you should possess excellent communication skills and the ability to lead and promote the vision of the organisation. An exceptional Contact Centre Coordinator will possess outstanding product knowledge and instil this value in the team to achieve success.

Goal of this role

The goal of the Contact Centre Coordinator is to ensure smooth running of the 24/4 contact centre operations including hiring and training of the staff, monitoring performance, managing and continuously improving of daily operation while maintaining the highest quality of customer satisfaction.

Objectives of this role

Hiring and training contact centre agents.
Establishing and monitoring KPIs and goals for the contact centre.
Developing and conducting training.
Developing schedules and rosters.
Resolving any client/customer issues or other contact centre problems that may occur.

Supervision

This role reports directly to the Operations Manager and supervises directly, contact centre Team Leaders and Agents.

Major Responsibilities

Organising and overseeing the daily contact centre operations of the company that include:

Contact centre operations: In this role, you will be responsible for hiring, training and developing a high performing team focused on customer satisfaction. You will work closely with operations teams to ensure the quality of service, adherence to company KPIs and 24/7 running of the contact centre.

Tasks

Managing the day-to-day running of the contact centre agents.
Managing contact centre agents' rosters including back up plans in the event of leave including annual leave, sick leave and emergency leave.
Adhering to companies KPI’s and SLA targets.
Ensuring health and safety compliance.
Measuring the level of customer satisfaction by using appropriate tools and methodologies.
Recommending changes to enhance the quality of the customer service.
Providing product/service information.
Hiring and onboarding of new contact centre agents.
Ensuring company work processes, procedures and standards are complied with.
Managing performance of contact centre agents.
Handling client/customer escalations and complaints.
Generating a calendar of technical training courses to ensure all contact centre staff can access accurate, updated technical information.
Identifying potential areas for improvement and prepare periodic reports on the contact centre's performance.
Creating, prepare and execute plans for expansion of contact centre agents, equipment and technology.
Leading coordinated initiatives with the operations teams to ensure that operations align with services and internal workflows.
Collaborating with knowledge management tools to update and manage reference materials, manuals, and contact centre service FAQs.
Developing and enhancing current policies and procedures.
Aiding the line manager with any additional responsibilities or job functions.

Required Skills

Leadership and interpersonal.
Training, coaching and developing a successful team.
Time management.
Flexibility.
Strong written and verbal communication skills.
Tech savvy with relevant telephony and IVR knowledge preferably Genesys.
Exceptional customer service expertise.
Quality assurance process and application.
Excellent negotiation and problem-solving skills.
Ability to stay calm under pressure.
Organisational skills and attention to details.
Continuous improvement.

Required Education, Qualification and Experience

Bachelor’s degree or equivalent.
Experience in Genesys contact centre solution.
5 years in a contact centre supervisory role.
Experience in corporate contact centre operations.
Proficient in Microsoft Office, with aptitude to learn new software and systems.
Available as per business needs.

Preferred Education, Qualification and Experience

Master’s degree or equivalent.
Experience in automotive, fleet management, technology start up or logistics.
Familiarity with Lean Six Sigma or other process improvement methodologies.

APPLY FROM LINK BELOW
https://ae.linkedin.com/jobs/view/contact-centre-coordinator-at-mena-assistance-3352127601?

Posted on : 2 years ago, #131695, 9 views

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