CUSTOMER RELATIONSHIP MANAGEMENT ANALYST

؜ - ؜Riyadh ؜ -

Job details

Responsible for supervising planning activities for the Customer Contact
Center for Hospital's by assisting in developing strategic plans and budgets,
monitoring the financial performance of the Business Unit, planning for
launching new services in order to ensure smooth functioning of the Customer
contact center. Carry out his duties in accordance with the stipulated
business policies and procedures.


Essential Responsibilities and Duties

‎1.Participates in the development and implementation of the Planning &
Performance plans, in line with the corporate vision values & objectives.
‎2.Directs and manages the Planning Section mandates, providing leadership and
facilitating work processes in order to achieve high performance standards.
‎3.Interprets and implements change management in the department by providing
guidance and support, necessary for continuous improvement.
‎4.Ensures compliance with organizational policies, procedures and quality
standards for better functioning of the Customer contact centre.
‎5.Ensures that the strategy of the Customer contact centres General
Directorate is cascaded to all the stake holder departments who work
collaboratively with the Customer contact centre and develops policies and
procedures for the Section to drive the achievement of the desired objectives
‎6.Sets and follows up on the set targets and KPIs for the Customer contact
centre General Directorate.
‎7.Coordinates with all the Internal & External departments to introduce change
management requirements (change in customer journey, identification of
automation of services etc.) as a when they are identified for new services,
newer department launches introduced by the HOSPITAL management and creates
plans for customer contact centre to launch these new services.
‎8.Coordinates with the Director to develop the overall strategic plans for the
Customer contact centre General Directorate.
‎9.Keeps a check on the studying the volume pattern & proactively communicates
with the program director for resource planning requirements as and when
required.
‎10.Identify new requirements for Customer contact centre Operation. Design
case studies / Cost to benefit metrics
‎11.Liaise between Business operations & IT to collect functional requirements
from operations and dissipate to IT. Conduct Capability Validity and testing
as and when needed. Continuous evaluation of existing / new technology to
drive business re-engineering / transformation
‎12.Follows all Hospital's related Policies and Procedures.
‎13.Participates in self and others' education, training and development, as
applicable.
‎14.Performs other related duties as assigned.


Education

Bachelor 's, in Administration, Management, Communication, Public Relation or
related discipline is required.


Experience Required

Three (‎3) years of related experience with Bachelor 's is required.


Other Requirements(Certificates)

Saudi National Only.

Job Summary

  • Advertiser: King Faisal Specialist Hospital and Research Centre
  • Announcement date: 12/01/2023
  • Type of employment: -
  • Experience level: -
  • Educational level: -
  • Job location: Riyadh
  • Salary: -
  • Phone number: -

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