Contact Centre Manager, Operations Manager - Middle East Fibre Project
Ten Live are recruiting Telecoms Professionals for a contract in the Middle East. Full visas are provided by Ten Live with immediate effect. Our customer requires - Contact Centre Manager, Operations Manager Middle East Contract role : 12 + months Ten Live will provide full : · Residents Visas · Health Insurance · Indemnity Insurance · Accommodation · Transport Main Objective To Manage the Contact Centre Operations in accordance with the set target on services order generation resulting to successful installation rates. Key result areas · Accurate subscriber data information. · Return Service Order less than 2 % · Customer Complaints rate of less than 2% of calls handled. Main tasks · The Operations Manager is responsible for the overall Operations of the Call Centre. · Provides direction and guidance to Supervisors and Call Operators to achieve the set goals of the call centre Operations. · Cascade the established departments’ goals and implement strategies to deliver commitments to the subscriber and/or to the end customer. · Prudently establish the right size of call centre organizations to efficiently and effectively deliver the service level target agreed with the customer. · To coordinate with the customer regarding subscribers concern with the call centre operators. · Established operations base lines and set programs on Continuous process improvement. · Established Programs on individuals’ competence developments. Interfaces · Project Implementation team · Customer , Clients · Resource Provider Authorities ·H as the authority that is required to perform the function, work task and responsibilities stipulated herein governed by company rules, regulations and policy. · Has the full access on information’s, Standard and policies, contract provisions to efficiently fulfil his responsibilities as warranted by the project. · To delegate responsibilities and foster people empowerment. Education · Diploma or certificate (Engineering, Management, Telecommunications) Essential experience · M anagerial experience in Outside Plant Engineering. Technical experience · Solid background and working experience in Call Centre Operations. · Good understanding of the quality and process improvement methodology. · Adequate knowledge in application of IS/IT tools used for project management and accounting functions. Human Competence · Good management skills with strong leadership qualities. · Self-motivated with initiative. · Highly skilled in interpersonal, social and negotiation. · Excellent communication skills both written and oral. · Good technical and financial skills. · Possess good analytical and problem solving skills. · Good team player. Ten Live are recruiting this vacancy using our techniques and service based on our QMS and audited accreditations : ISO 9001:2008 ISO 14001:2004 OHSAS 18001 : 2008 We are an employment business recruiting this ongoing contractor role on behalf of our international customer. Calls may be recorded for training purposes. Please send cv in word format with a list of telecommunication systems experience to : firstname.lastname@example.org +44 (0) 1236 702007 tel +44 (0) 7547 761779 mobile
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