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The role holder is responsible for Serves customers by planning and implementing call center strategies and operations; improving systems, processes and managing staff.
· Oversee multiple client engagements to ensure successful and timely delivery of BPO services
· Leverage BPO functional process expertise to enhance quality of day-to-day service delivery
· Support Sales/ BD team in translating customer required them into proposals and play a key role in sales pitching as a process expert
· Manage a pool of team leads and agents to deliver services on client engagements
· Track and assess resource performance and take necessary actions to improve efficiency
· Work closely with process re-engineering, process migration and automation experts to improve and enhance service delivery
· Define L1 support processes, SLAs, standards, and tools, and L2 escalation processes and procedures
|Job Location:||Alqasim, Saudi Arabia|
|Company Industry:||IT Services|
|Career Level:||Mid Career|