وصف الوظيفة
Role and Responsibilities
- Maintaining and improving call center operation through daily operation and performance review
- Identifying issues proactively through continuous operation supervision and resolving issues through completing action plans Direct responsibility of major KPIs : S/L, CAR, FCR, CSS and digital services (Live chat, RM, .com, members, Samsung pay)
- Managing pending VOC cases, excessive long term pending transactions and following up status with related PICs
- Maintain professional and technical knowledge of Samsung products (IM, CE) through continuous learning, self-education,
- trainings and workshops attendance to stay up to date with latest technologies
- Supporting contents management, creation, revision, translation, circulation amongst agents and evaluation of agents knowledge
- Ability to foresee risk and proactively report risk items to managers with suggested risk management plan
- Involve into call volume reduction activities, improving utilization of digital channel and execution of strategic tasks in the field
- Check call center agents training requirements and coordinate with technical team for training programs and schedules
- Improve Telesales conversion rates through CRM data segmentation based on Sales promotion
- Guide Subsidiaries for Telesales data handling processes and operational guidelines
- Periodic analysis and reports to track Telesales performance
- Customer satisfaction risk sensing initiatives to identify areas for improvement
- NPS bridge communication with cross-functional teams to provide immediate escalation path for VOC
- Generative AI driven call/chat agent support module to enhance agent issue solving skills & increase C-SAT
- Customer support contents in agent knowledge base through classifying quality contents
Skills and Qualifications
- Quick learner, self-learning ability
- Good analytic skills, and high skills using Excel
- Good communication skills & good human relationship
- High ability to solution providing and problems solving - thinking outside the box
- Technical understanding & orientations
- English and Arabic (Spoken & Written) is required
- Able to work under pressure and team work oriented.
- 5 years of experience in business analysis, call center related sales and support operation
- University Degree in Engineering