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Liaises with: All intra and Inter-Departmental staff
PURPOSE: Responsible for overseeing the operations and performance of the contact center within the organization. Your role will involve managing a team of customer service representatives, ensuring excellent customer service delivery, optimizing operational efficiency, and driving customer satisfaction
JOB DUTIES STATEMENTS:
Duties and Responsibilities:
1. Generates reports on contact center performance, trends, and key metrics. Communicate regularly with senior management, providing updates and recommendations for improvement.
2. Oversees the implementation and utilization of contact center technologies and systems, such as customer relationship management software and call routing systems
3. Collaborates with other departments, such as marketing, operations, and IT, to gather customer insights, address customer pain points, and improve overall customer experience
4. Handles escalated customer complaints or issues, providing effective resolution and ensuring customer satisfaction.
5. Analyze contact center data and performance metrics to identify trends, areas for improvement, and opportunities for increased efficiency and customer satisfaction.
6. Implement and manage quality assurance programs to ensure consistent service delivery, adherence to scripts and guidelines, and compliance with regulatory requirements.
7. Develop and implement strategies to enhance the customer experience, including implementing best practices, optimizing processes, and driving continuous improvement initiatives.
8. Monitor and manage service levels, including response times, call abandonment rates, and customer satisfaction metrics, to ensure targets are met or exceeded.
9. Lead and develop a team of customer service representatives, including recruitment, training, coaching, performance management, and fostering a positive work environment.
10. Oversee the day-to-day operations of the contact center, including managing incoming and outgoing customer interactions via phone, email, chat, and social media
11. Demonstrates compassionate communication skills while providing support and care to the patients as “the patient is the center of our care”.
Other Job Functions:
1. Perform all duties and tasks in line with the Person Centered Care values.
2. Adherence to all policies, plans and programs within the Fakeeh Care.
3. Perform duties as per the code of conduct requirement and ethical standards as outlined in the HCM policies and guidelines.
4. Complete mandatory education as per the requirement at least one month prior to expiration.
5. Maintain up to date knowledge on information relating to quality and safety, accreditation, policy management and document management systems.
OTHER SKILLS AND ABILITIES :
1. Strong knowledge of contact center operations, customer service principles, and best practices.
2. Excellent leadership and people management skills, with the ability to motivate and inspire a team.
3. Strong analytical skills, with the ability to interpret data, identify trends, and make data-driven decisions.
4. Problem-solving and decision-making abilities, with a focus on finding solutions and driving continuous improvement.
5. Familiarity with customer feedback and survey tools, as well as quality assurance frameworks.
JOB REQUIREMENTS / QUALIFICATIONS:
Education:
Bachelor's degree in business administration, management, or a related field
Experience:
5 – 7 years of experience in contact center
Language:
Excellent command of oral and written English & Arabic
