Connecting to LinkedIn...

Customer Contact Manager

Job Title: Customer Contact Manager
Contract Type: Permanent
Location: Dubai
Salary: £40000 - £55000 per annum + excellent tax free package
Start Date: ASAP
Reference: Q91712
Contact Name: Quest Seach Selection
Contact Email: knp.89855.4032@quest.aplitrak.com
Job Published: February 05, 2013 10:15

Job Description

This globally recognised business centre is in urgent need of a Manager to handle Customer Contact management. The role requires driving the customer contact management function and delivering quantitative/qualitative analysis on contact management performance. You will be responsible for the following: * Design and development of contact and communication centre strategies * Managing all inbound/outbound customer interactions across product & services covering all contact channels such as voice, fax, email, website, social networks etc. * Planning and executing contact centre solutions, including third party vendors and monitoring call centre operations through the company's various business units * Sustaining and improving contact centre operations by monitoring performance * Identifying and resolving problems * Preparing and completing action plans * Completing performance audits and analyses * Managing system and process improvements and quality assurance programs * Identifying business development opportunities based on customer relation management and preferences for accomplishing new and different opportunities that will add value to job accomplishments * Maintaining professional knowledge by tracking emerging trends in contact centre operations practices and participating in professional societies * Work closely with IT and CIT to ensure continued data integrity and storage Desired candidate profile: * Excellent written and oral communication skills in English * Excellent organisational skills with the ability to multitask, work to deadlines, manage projects, be attentive to detail and manage your time effectively * Good interpersonal capabilities with sound ability to influence stakeholders * IT proficiency in Excel, Word and PowerPoint This high profile vacancy requires a good understanding of Customer Relation Management as well as contact centre management. To be considered you will preferably come from a contact centre operations environment with at least 7 years' experience, and will be able to deliver and design high quality solutions to meet the ever growing needs of the contact centre. It is also preferable that you are experienced in the use of technologies including IVR, ACD, Workforce Management, call recording, email management, dialers, workforce, optimisation and reporting. If you are confident that you have these qualifications then please send your CV to hear more about this challenging and exciting role. We request that candidates send their CV as a Microsoft Word document where possible. Quest Search and Selection is acting as an Employment Agency in relation to this vacancy.