Contact Center (CC) Operations / Vendor Assurance Performance Team Lead

Job Description

<em>Vaccancy : Contact Center (CC) Operations / Vendor Assurance Performance Team Lead</em><p><br></p><em>Location: Abu Dhabi , UAE</em><p><br></p><em><strong>QUALIFICATIONS : </strong>Bachelor or Master Degree </em><p><br></p><em><strong>Language :</strong> Excellenct in English &amp; Arabic </em><p><br></p><em>Exclusively for UAE National </em><p><br></p><strong><u>Role Description</u></strong><p><br></p><ul><li>Should be observant, detail-oriented and possess an understanding of the interactions between the CC and Solutions+ shared service businesses. </li><li>Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives,</li><li>Preparing reports and analysing Call Center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.</li><li>Develop objectives for the Call Center’s day-to-day activities and Address escalations and ensure timely response with an action plan </li><li>Assisting other management team members in identifying trends and establishing Call Center goals.</li></ul>