Call Center Senior Manager - Jeddah (Female) Abdul Lateef Jameel Co. Ltd. Posted on April 24, 2018 3 - 4 years Jeddah - Saudi Arabia Saudi Arabian Send Me Jobs Like This SEND Alert Set Successfully Opening 01 Job Description EMAIL JOB SEND Email sent successfully. SHARE JOB Job DescriptionManages a team with responsibility for the delivery of effective customer relationship management across a range of Customer Experience functions (call handling, problem resolution, claims etc.). Uses approved tools and best practice methods to recruit, develop and manage individual and team performance in accordance with established standards. Includes providing guidelines, support and coaching for employees with welfare problems that impact work or managing established processes to recover required performance levels.Participates in the implementation phase of Company projects. Uses approved change management methods and tools to achieve required results. Performs defined bench-marking and participates in approved initiatives for best practice replication.Develops and maintains a clear understanding of Customer Experience and operational targets. Adapts the day to day operation to optimize goal achievement. Involves collaboration with other Managers to achieve broader departmental goals and timely escalation of serious issues.Develops a good knowledge of the Company business (tactics, services, key processes, departmental systems and tools etc). Builds a level of industry knowledge to ensure a general understanding of technical advances in telephony enhancements and Customer Experience measurement. Builds effective alignments with the local Management Team, local Customer Experience Teams, in order to share relevant knowledge, agree requirements and resolve issues. Ensures learning materials are accurately maintained and shared within the team and with relevant others.SkillsKnowledge in service delivery and supply chain operations covering vehicle Service, Sales, and Parts operations from origin to retail level.Proficiency in email environments, MS Office Suite, CRM technologies.Effective problem solving skills.University graduate or Bachelor s DegreeQuality Complaint HandlingAdvanced CR Manager Seminar for Problem ResolutionHaving at least 3 years of experience in medium level positions preferably in the freight handling industry.Leadership and People ManagementExecution and Promotion of Customer ExperienceAchievement of Service GoalsBusiness Knowledge and AlignmentsEngagement, Motivation and RecognitionCoaching for PerformanceResource PlanningMeasuring and Managing Performance Company Industry Banking / Financial Services / Broking Department/Functional Area Quality / Testing / QA / QC / Inspector Keywords CRM Email Claims Logistics Coaching Change management Operations Freight Supply chain operations Tools REPORT THIS JOB Disclaimer: Naukrigulf.com is only a platform to bring jobseekers & employers together. Applicants are advised to research the bonafides of the prospective employer independently. We do NOT endorse any requests for money payments and strictly advice against sharing personal or bank related information.We also recommend you visit Security Advice for more information. If you suspect any fraud or malpractice, email us at firstname.lastname@example.org People also searched for Call Center Manager Jobs Assistant Manager Jobs Quality Jobs Performance Management Jobs Welfare Jobs Recognition Jobs Customer Relationship Jobs Abdul Lateef Jameel Co. Ltd. View Contact Details Contact Name/ Designation: - Website https://icareers.alj.com/en/saudi-arabia/jobs/call-center-senior-manager-jeddah-female-3731003/ Additional Information Required Employer has requested some additional information along with your application for this job Cancel Login to Naukrigulf Continue using GOOGLE FACEBOOK All your activity will remain private or Forgot Password?