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Job Description

  • You will be tasked with monitoring call center operations, analyzing data, and providing feedback to agents to improve their performance and enhance overall team productivity.
  • Conduct regular team meetings and training sessions to address skill gaps and keep the team well-informed about new policies and procedures.
  • Partner with cross-functional teams to devise and execute customer-centric strategies that streamline call center operations and elevate the customer experience.
  • Work alongside other departments to develop and deploy initiatives that optimize call center efficiency and enhance customer satisfaction levels.
  • Host frequent team gatherings and training workshops to bridge skill gaps and keep the team informed about any policy changes or process updates.
  • Foster interdepartmental cooperation to create and implement innovative solutions that enhance call center productivity and customer happiness.
  • Utilize data-driven insights to coach agents and identify opportunities for process improvement within the call center team.

Skills

  • Strong problem-solving skills to address complex customer inquiries and handle escalated issues, fostering positive customer interactions and brand loyalty.
  • Strong problem-solving acumen, adept at resolving complex customer inquiries and managing escalated issues with tact and empathy.
  • Experienced in delivering performance evaluations and constructive feedback to foster the professional development of team members.
  • Skilled at interpreting call center metrics, implementing data-driven solutions to enhance operations and customer interactions.
  • Proficient in team leadership and communication, driving call center agents to excel and deliver top-notch service.
  • Demonstrated ability to conduct performance evaluations, offering valuable insights to boost the skills and performance of call center agents.
  • Exceptional problem-solving aptitude, ensuring positive outcomes in handling escalated customer situations.

Job Details

Job Location
Kuwait
Company Industry
Industrial Production
Company Type
Employer (Private Sector)
Job Role
Customer Service and Call Center
Employment Type
Full Time Employee
Monthly Salary Range
Unspecified
Number of Vacancies
1

Preferred Candidate

Years of Experience
Min: 2 Max: 5
Residence Location
Kuwait
Gender
Male
Nationality
All Arab Countries
Degree
Certification / diploma
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Alghanim Industries
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Alghanim Industries is one of the largest, privately owned companies in the Gulf region. A multi-national company in outlook with operations in 40 countries, Alghanim Industries is a multi-billion dollar company with more than 30 businesses. Alghanim Industries place a high value on commitment and investment in our people who contribute to the continued growth and vitalization of our business. Renowned for our progressive business culture and management philosophy, we consider finding and developing talented and energetic people the key to our continued success. Alghanim Industries has a heritage of over 100 years as a successful commercial enterprise in the Gulf region, with a proven track record of reacting to economic and market changes. As a result, this diversified multi-national corporation has built a reputation synonymous with market leadership.

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