اعلان توظيف صادر عن شركة اورانج في مجال الكول سنتر (خدمة العملاء)

عن هذه الوظيفة

Education & Experience:

Key Accountabilities:

Build Call centers strategy for short and long term, including the ability to build action plans for implementation.
Work transversal with all departments at customer relations to secure the alignment are in place.
Ability to build strong continuity plan to secure the continuation of the business in case of crises
To lead the team of coaching and training to make sure that agents are call center have the highest level of all needed skills
Lead and manage the call centers ( front and back office ) transformation and operational performance
lead and manage the Call Centers the digital transformation for the call centers and for the digital assets
Work for the compliance with the COPC benchmark to support and maintain the certification process.
Integrate the seamless customer experience from digital care into the call center operations.
Build the team capacity to face the new challenges required from the vision and mission of the unit
Execution and management of the outsourcing strategy to secure the quality , availability, Service Level , etc.. at the same time manage the cost of outsource at acceptable level
Setting goals and objectives for the call center and monitoring performance to ensure that objectives are met
Developing strategies to improve customer satisfaction and loyalty through better service, faster response times, and increased transparency.