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Job details |
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Company:
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Xceed Contact Center |
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Contact Center Manager |
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Job Category:
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Customer Service [ View All Customer Service Jobs ] |
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Job description:
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| 1. Develop and establish a Contact Center account organization. 2. Responsible for solving operational, sales, and productivity issues. 3. Establish and maintain strong long term relationship with the client and its representatives, and communicate on operational achievements and issues on a regular basis. 4. Develop and specify account operational objectives (medium-term and annual planning) according to the Customer Relationship Management strategy and to the quality standards. 5. Explore new ideas, technologies, and methodologies that could be applied to the account to ensure the development of the account and the performance of the account staff 6. Plan manpower and select staff which is (will be) subordinated 7. Plan annual target and conduct directly subordinated staff appraisals in accordance with the company guidelines 8. Coordinate training needs of the unit and implement it as needed 9. Analyze and evaluate operational results, take appropriate actions for improvement 10. Develop project plan based on available resources, manage program implementation, ensure customer requirements are met on time & maintain effective client relations 11. Manage and is responsible for ensuring smooth operation of contact center systems 12. Communicate operational issues, with the concerned interface via the proper media to ensure the enhancement of the operation flow 13. Identify successors of account supervisors and team leader, and work on their development. |
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Skills:
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• University degree in Business Management with a profound practical technical background in Contact Center systems and Telco-/IT-solutions or university degree in engineering with a profound practical background in Business Management • Successful track record with reference to: o achieving Customer Service excellence o increasing customer loyalty o developing and managing a large Contact Center team • 4 to 6 years experience of business operation in a similar role would be advantageous |
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Language requirements:
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Employment type:
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Salary Range:
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Negotiable USD |
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| Other Information |
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Degree:
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Unspecified |
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Experience (year):
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3 |
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Job Location:
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Egypt |
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Post Date:
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05/02/2010 |
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| Contact Information |
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Company:
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Xceed Contact Center |
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Contact Name:
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Recruitment |
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Contact Email:
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asc@xceedcc.com |
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