AGM/DGM- Operations for Leading BPO In UAE

  • Salary:
    AED15,000 - AED25,000
  • Job type:
    Full-Time
  • Posted:
    6 months ago
  • Category:
    BPO
  • Deadline:
    July 19, 2019
  • Gender:
    Male

AGM/DGM- Operations

  • Job Location: Dubai / Sharjah
  • Preference: Male / Arabic / European / South African / Indian
  • Salary Budget: AED 15000-25000

Responsibilities:

Suitable incumbent should have experience in managing Inbound, Outbound process in a call center. Should have managed multiple client and handled P&L responsibility of multiple processes.

The person will broadly be responsible for following key activities:

  • Strong BPO operations, managed big contracts
  • Streamlining the entire process into an organized manner.
  • Ensuring the entire team meets their KRA effectively.
  • Coordinate with other departments in the company.
  • Identify the relevant hiring required in the process team and work with the HR department accordingly.
  • Create and maintain KPI reports for the entire team and process.
  • Monitor the team performance and introduce measure to improve performance.
  • Maintains and improves call center operations by monitoring system performance.
  • Identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  • Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards, contributing information and analysis to organizational strategic plans and reviews

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