Senior Callcentre Consultant

Manages the process of developing a Unified Call Center for Dubai Government entities followup and communicate effectively with the concerned Government entities and related parties to ensure smooth integration and successful deployment.

Prepares the developmental and implementation plans as well as Analyze and execute short and longterm strategies for staffing budgeting and reporting needs

Leads and manages the selection transition and implementation process of outsourced technology and personnel Analyzes and prioritizes new issues and enhancements and leads solution analysis

Balances technology processes and people to optimize and ensure maximum utilization of the available resources to achieve the desired service level and financial objectives

Reviews recommends and manages a new Software platform for the Call Center

Oversees all call center forecasting scheduling reporting and realtime management as well as Continually develops and coordinates ongoing trainingreporting for all staff within the center

Manages the process of designing organizing and executing awareness sessions and training

workshops regarding the Call Center for the government entities as per Dubai Model’s quality standards and requirements

Prepares analytical progress reports on theperformance results status and function issues to the Management teams on all Call Centerrelated matters

Provides professional support in coordinating with various governmental departments in regards to the center’s activities and workshops in the sense of preparing correspondences through emails letters and memorandums and developing professional reports and presentations

Reviews and updates manuals policies guidelines and reports for the center as well as benchmarks seeks and utilizes international best practices and incorporates this within center’s activities and processes

Performs other related duties as negotiated to meet the ongoing needs of the organization

Skills

Master degree in any relevant field from a recognized academic institution

Must possess a minimum of 7 years of progressive and relevant experience

• Good understanding of the work of The Executive Council’s business and role.

• Strategic and analytical thinking

• Communication and teamwork skills

• Advanced knowledge and experience in Project management and its applications

• Excellent Time and Priority Management

• Fluent in Arabic and English languages both in spoken and written forms

via http://ift.tt/1IS592C

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