Call Center Manager

؜ - ؜الكويت ؜ -

تفاصيل الوظيفة

Jazeera Airways is looking for a Call Center Manager who would oversee the
daily operations of Jazeera Airways Call Center and their employees. The
incumbent would be responsible for hiring and training Call Center
Representatives, establishing goals for the employees (Operations & Sales) and
to follow-up & timely resolve any customer issues.
Responsibilities and Duties:
* Delivering high standards of service to customers by making the most effective and efficient use of Call Center staff and technology resources.
* Ensure Quality control and achieve SLA for inbound calls.
* Reduce the Call Center abandoned rate.
* Increase conversion rate while maintaining pre-defined service levels
* Recruit and train new Call Center Agents.
* Manage administrative tasks pertaining to the team like rostering, leaves etc.
* Manage outbound communications for flight disruptions
* Align Call Center operations as per business requirements and growth plans.
* Analyse Call Center data and prepare monthly reports for Senior Management


Requirements and Qualifications:
* Bachelor's Degree in Marketing, Business Administration or Communication
* Minimum ‎6 years' experience in telesales/call center in a managerial role.
* Candidates with prior experience in Airlines/ Travel or Airline reservations system (particularly Flight Speed knowledge) will be preferred.
* Excellent Communication Skills in English and Arabic
* Excellent Team Management Skills
* Proven ability to achieve tasks

ملخص الوظيفة

  • المُعلن : Jazeera Airways
  • تاريخ الإعلان : 17/06/2023
  • نوع العمل : -
  • مستوى الخبرة : -
  • المستوى التعليمي : -
  • الراتب : -
  • الهاتف : -

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Language: English