Call Center Manager

Summary/ General Objective of the Job:

The Communication and Customer Care Manager plans and supervises the implementation and achievement of the objectives of managing communication operations and customer care, communicating and building permanent working relationships with major customers in various sectors in addition to supervising the communication and customer service team in order to provide the best experience for the company's current and targeted customers and workers.

Planning

1. Contribute effectively to the development of organizational objectives and operational plans to ensure the achievement of objectives, coordinate relevant meetings in this regard, and develop and follow up action plans based on these meetings.
2. Develop principles and controls for managing and directing operations in the department to prevent duplication of objectives and improve productivity.
3. Preparing and following up on the implementation of the operational plan of the department to ensure its balance with the company's strategic objectives.
4. Coordinate the plans, objectives, and programs of communication and customer care with the plans, programs and objectives of other departments and departments of the company such as sales, marketing and recruitment, in order to achieve integration in the company's business plans as a whole.

Operational Management

1. Managing, organizing and monitoring customer communication processes and channels in coordination with the quality team by supervising the communication and customer service team to ensure that the target customer experience is provided.
2. Supervising the management of customer relationships and working to find immediate solutions for them according to their requirements by limiting observations and cooperating with the concerned departments and sections within the company to ensure the completion of procedures related to the customer's request.
3. Conducting field visits to major clients in various business sectors and government agencies in order to introduce the company and its services and build distinguished working relationships.
4. Constant communication with major customers to solve problems and respond to inquiries about the company's services using all possible and appropriate means of communication.

Business Policies and Procedures

1. Establish business policies and procedures for the communication and customer care department in coordination with the Quality Department to organize communication with customers effectively and efficiently.
2. Implementing and developing a quality control and assurance system for communication and customer care, contributes to meeting the needs of the company and customers alike.

Data and Statistics Management

1. Supervise the creation and updating of a database of the company's current and target customers in various business sectors.
2. Designing questionnaires to measure customer satisfaction, their opinions on the level of service provided by the company and recording customer suggestions regarding the development of the service level.
3. Develop and analyze statistics and dashboards to support decision-making processes (e.g. policies and procedures)
4. Analyze the data and information collected by customer satisfaction questionnaires and present them to senior management in the form of results and recommendations on which appropriate decisions can be made. Prepare periodic reports and submit them to senior management on the activities and achievements of the Communication and Customer Care Department, in addition to proposing initiatives and discussing problems and challenges.

Human Element Management

1. Participate in the management and implementation of employee development and motivation programs to expand efficiency and effectiveness and create a culture of team building and continuous learning to ensure the delivery of services of the highest quality.

Qualifications and experience :

• Bachelor of Business Administration or Public Relations.
• 6 to 8 years in management, including at least three years in communications management and customer care
• Microsoft Office (Word, Excel, PowerPoint).
• ERP Programs.
• Fluent English.

Skills and abilities:

• Focus on customer service
• Negotiation Skills
• Presentation skills
• Problem-solving and decision-making skills
• Building and maintaining relationships
• Effective Communication
• Ability to influence and persuade
• Leadership skills
• Flexibility
• Initiative
• Focus on results
• Manage resources effectively
• Taking responsibility