CUSTOMER RELATIONSHIP MANAGEMENT ANALYST

Job Description

Summary

Responsible for supervising planning activities for the Customer Contact Center for Hospital’s by assisting in developing strategic plans and budgets, monitoring the financial performance of the Business Unit, planning for launching new services in order to ensure smooth functioning of the Customer contact center. Carry out his duties in accordance with the stipulated business policies and procedures.

Essential Responsibilities and Duties

1.Participates in the development and implementation of the Planning & Performance plans, in line with the corporate vision values & objectives.
2.Directs and manages the Planning Section mandates, providing leadership and facilitating work processes in order to achieve high performance standards.
3.Interprets and implements change management in the department by providing guidance and support, necessary for continuous improvement.
4.Ensures compliance with organizational policies, procedures and quality standards for better functioning of the Customer contact centre.
5.Ensures that the strategy of the Customer contact centres General Directorate is cascaded to all the stake holder departments who work collaboratively with the Customer contact centre and develops policies and procedures for the Section to drive the achievement of the desired objectives
6.Sets and follows up on the set targets and KPIs for the Customer contact centre General Directorate.
7.Coordinates with all the Internal & External departments to introduce change management requirements (change in customer journey, identification of automation of services etc.) as a when they are identified for new services, newer department launches introduced by the HOSPITAL management and creates plans for customer contact centre to launch these new services.
8.Coordinates with the Director to develop the overall strategic plans for the Customer contact centre General Directorate.
9.Keeps a check on the studying the volume pattern & proactively communicates with the program director for resource planning requirements as and when required.
10.Identify new requirements for Customer contact centre Operation. Design case studies / Cost to benefit metrics
11.Liaise between Business operations & IT to collect functional requirements from operations and dissipate to IT. Conduct Capability Validity and testing as and when needed. Continuous evaluation of existing / new technology to drive business re-engineering / transformation
12.Follows all Hospital’s related Policies and Procedures.
13.Participates in self and others’ education, training and development, as applicable.
14.Performs other related duties as assigned.

Education

Bachelor’s, in Administration, Management, Communication, Public Relation or related discipline is required.

Experience Required

Three (3) years of related experience with Bachelor’s is required.

Other Requirements(Certificates)

Saudi National Only.