Department Deliverables (Marketing & Communication)
Department Deliverables (Call Center)
1. Leads and drives the operational planning of the Call Center department through establishment and implementation of appropriate systems, policies, and procedures.
2. Establish a high standard for productivity, quality, customer service as well as define user guidelines.
3. Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures
4. Provide required service levels training to Call Center employees. Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
5. Coach call center staff through challenging customer service issues.
6. Oversee scripts for call center
7. Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
8. Summarize, collect and analyze call center trends and data for regular performance reports.
9. Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
10. Responsible for the provision of reports concerning the performance of the call center to the management team.
Skills
1. BA/BS degree in Advertising, Marketing, Public Relations, Communications or related field. MBA strongly preferred.2. 15- 20 years of experience in a Marketing Communications role developing content, implanting campaigns and at least 5 years experience in digital marketing & advertisement 3. Leadership skills4. Demonstrated creative, writing, editing, and multi-tasking capabilities. Highly motivated self-starter with excellent communication and interpersonal skill5. Industry experience in healthcare is an added advantage6. Bilingual (Arabic and English)
Job Details
Job Location
Al Kuwait, Kuwait
Company Industry
Recruitment & Employee Placement Agency; Medical Hospital
Company Type
Recruitment Agency
Job Role
Marketing and PR
Employment Type
Full Time Employee
Monthly Salary Range
Unspecified
Number of Vacancies
Unspecified
Preferred Candidate
Career Level
Mid Career
Residence Location
Kuwait
Nationality
Algeria; Bahrain; Comoros; Djibouti; Egypt; Iraq; Jordan; Kuwait; Lebanon; Libya; Mauritania; Morocco; Oman; Palestine; Qatar; Saudi Arabia; Somalia; Sudan; Syria; Tunisia; United Arab Emirates; Yemen