ZAIN6510 - Zain Iraq - Customer Care Division - Planning & Operation Support Supervisor \ Baghdad
إعلان موثق ( إقرأ التعليمات)
The jobs in this level are responsible for undertaking more advanced support activities to ensure consistent and efficient support is provided to Zain IQ call center and agents. Activities include reviewing and analyzing performance reports, conducting more advanced training to call center agents, overseeing the implementation of workforce management policies and procedures, managing and overseeing the implementation of scripts and new product information. The jobs are also responsible for the provisioning of recommendations and improvement opportunities arising as a result of the quality assurance checks on the call center agents.
Understand and participate in the development of Customer Service Support Strategy and plans and participate in the achievement of objectives and targets Implement and suggest improvements to Customer Care Department policies and procedures Participate in the development and continuous improvement of workforce management policies and procedures ensuring efficiency and standardization Review analysis of forecasts and workforce trends/ volumes/patterns/productivity and staffing models to make sure needed manpower is provided for the efficient flow of operations Develop and seek approvals of analytical reports detailing efficiency of scheduling/volume of operations/resources distribution/resources allocation for the identification of improvement opportunities Coordinate with other entities for the identification of business needs/changes and for the provisioning of resources accordingly
Education Bachelor’s degree in business administration-related field or equivalent Experience A minimum of 4 years of relevant experience with at least 2 years in a similar role
| تاريخ النشر | ٢٢ سبتمبر ٢٠١٩ |
|---|---|
| المكان | العراق - Baghdad |
| الشركة | Zain Iraq |
| الناشر |
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The jobs in this level are responsible for undertaking more advanced support activities to ensure consistent and efficient support is provided to Zain IQ call center and agents. Activities include reviewing and analyzing performance reports, conducting more advanced training to call center agents, overseeing the implementation of workforce management policies and procedures, managing and overseeing the implementation of scripts and new product information. The jobs are also responsible for the provisioning of recommendations and improvement opportunities arising as a result of the quality assurance checks on the call center agents.
Understand and participate in the development of Customer Service Support Strategy and plans and participate in the achievement of objectives and targets Implement and suggest improvements to Customer Care Department policies and procedures Participate in the development and continuous improvement of workforce management policies and procedures ensuring efficiency and standardization Review analysis of forecasts and workforce trends/ volumes/patterns/productivity and staffing models to make sure needed manpower is provided for the efficient flow of operations Develop and seek approvals of analytical reports detailing efficiency of scheduling/volume of operations/resources distribution/resources allocation for the identification of improvement opportunities Coordinate with other entities for the identification of business needs/changes and for the provisioning of resources accordingly
Education Bachelor’s degree in business administration-related field or equivalent Experience A minimum of 4 years of relevant experience with at least 2 years in a similar role
