Title:  Call Center Manager

Job Purpose

Manages ALFA Scan Call Center operations including hiring, training, monitoring, and motivating staff members to ensure a customer-centric approach is maintained and achieve the approved SLAs, Quality KPIs, targeted customer satisfaction (NPS Score) in addition to generating periodical report to main sustainability.

Technical Accountabilities

Call Center Operations

1. Manages the daily operations duties of call center both incoming and outgoing to ensure achieving SLAs
2. Handles the most complex consumer complaints or enquiries to ensure resolution of the complaints and achieve the SLAs

Call Center SLAs

3. Participates with the Customer Services Manager & the Operations Director in defining ALFA Scan SLAs and ensures cascading down to the teams to meet the expected performance metrics and achieve the customer centricity level.

Call Center Quality KPIs

4. Checks the calls quality through random selections from the row to ensure achieving the approved Quality KPIs.
5. Develops and maintains Call center SOPs along with the knowledge-bases up-to-date to ensure quality alignment.

Administrative Accountabilities

Call Center Performance

1. Records statistics, user rates and the performance levels of the center, and prepares reports
2. Identifies and makes recommendations to improve the department's operating methods, technologies and processes.
3. Monitors the operations performance to ensure achieving the approved SLAs.
4. Assess call center team performance by analyzing KPIs and guides the team leaders in developing individualized action plans.

2. Selects, supervises, trains, develops and evaluates staff to ensure an adequate and well-trained workforce.

Managerial Accountabilities

Measures

• Achieve Call Center Quality Scorecard across the year
• Enhance the value proposition for customers (NPS Score)
• Improvement Projects Achievement Level
• Achieve SLAs Scorecard across the year

Communication and working relationships

Daily verbal/ written/ phone communication with all internal concerned managers.

Ongoing external communication with partners & agencies.

Job latitude / decision making authority

Works within defined policies procedures and work processes

Conducts analyses and develops proposals to the Customer Services Manager pertaining improvements and performance

Knowledge, skills and abilities (KSA's)

• Bachelor degree from an accredited University
• A minimum of (10) years of experience in the field of Call center preferable in a retail environment or health industries
• Which at least (3) in a management position.
• Professional skills in Arabic and English language both spoken and written
• Professional communication, presentation and influencing skills.
• Strong PC skills in MS office and preferable SAP experience.

Competencies