Dubai - Very Good Package

RESPONSIBILITIES: *Manage the successful implementation and launch of contact center activities *Oversee management of inbound and outbound initiatives across the organization in a cost effective and consistent quality manner *Ensure adherence to the Customer Interaction Fundamentals and all local regulatory guidelines whenever employees or Third-Party representatives are interacting with existing or potential customers *Collaborate with internal business leaders to identify business opportunities and to explore service enhancements *Coordinate the design and implementation of the strategies, policies, planning and management control systems for local contact centers to achieve the highest level of productivity, operational effectiveness, quality and customer satisfaction *Develop and motivate contact center management by providing clear direction and guidance, coaching, and positive reinforcement supported by appropriate reward systems and career development opportunities.*Ensure call monitoring, quality management and performance management conform to the Customer Interaction Fundamentals for both, in-house and TPA contact center personnel *Monitor operating expenses and budgetary actions to ensure proper controls over Contact Center related expenditures *Oversee the development and customization of call scripts and Q&A supporting materials, either preparing or helping to enhance the campaign documents using feedback from staff and the findings from call monitoring sessions *Develop andmunicate contact center policies across the region to ensure consistency in contact center service performance in terms of quality and timeliness ofmunications municate Regional and Corporate-wide bulletins and service instructions to ensure that contact centers meet customer SLA expectations and local regulatory requirements *Work collaboratively with call center operational staff at both the Corporate and local level to implementmon systems. Very Good Package Dubai, UAE Regional Contact Center Manager Int'l insurance & Financial Services Org   RESPONSIBILITIES: Manage the successful implementation and launch of contact center activities Oversee management of inbound and outbound initiatives across the organization in a cost effective and consistent quality manner Ensure adherence to the Customer Interaction Fundamentals and all local regulatory guidelines whenever employees or Third-Party representatives are interacting with existing or potential customers Collaborate with internal business leaders to identify business opportunities and to explore service enhancements Coordinate the design and implementation of the strategies, policies, planning and management control systems for local contact centers to achieve the highest level of productivity, operational effectiveness, quality and customer satisfaction Develop and motivate contact center management by providing clear direction and guidance, coaching, and positive reinforcement supported by appropriate reward systems and career development opportunities. Ensure call monitoring, quality management and performance management conform to the Customer Interaction Fundamentals for both, in-house and TPA contact center personnel Monitor operating expenses and budgetary actions to ensure proper controls over Contact Center related expenditures Oversee the development and customization of call scripts and Q&A supporting materials, either preparing or helping to enhance the campaign documents using feedback from staff and the findings from call monitoring sessions Develop andmunicate contact center policies across the region to ensure consistency in contact center service performance in terms of quality and timeliness ofmunicationsmunicate Regional and Corporate-wide bulletins and service instructions to ensure that contact centers meet customer SLA expectations and local regulatory requirements Work collaboratively with call center operational staff at both the Corporate and local level to implementmon systems.   job ref   EA-KC1303 contact   Kamalika Chatterjee telephone   + (0) 4 361 2882    fax  + (0) 4 3686794 Apply Now     3rd Floor, Block 17, , 500340, , , , , Dubai, UAE, x Apply Now

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