Minimum Requirements Bachelor’s degree in Business Administration, Statistics or related areas. 4 years’ experience in in the Contact Center environment and customer relationship management. Skilled at using contact center technologies and systems (e.g. IVR, ACD, Recording applications, and CRM). Skilled at monitoring and improving contact center metrics. Skilled at training and coaching in a contact center environment. Team oriented and ability to work under pressure. Analytical and Organizing skills and good ability to interpret data and reports. Excellent interpersonal, communication & problem solving skills. Native Arabic speaker with excellent knowledge of English language skills which include: listening, speaking, writing and reading. Strong customer centered focus Effective time management skills with the ability to multi-task in a fast pace dynamic environment. Ability to meet tight deadlines Good decision making and problem solving ability. Ability to coordinate workloads with peers and subordinates and obtains results through leadership and team building. Solid understanding of performance management & coaching techniques. Experience in handling customer queries/complaints/service requests in a customer service industry. Statement of Functions Handles inquires, complaints and services requests created by the CSRs. Follows up and closes cases based on the established policies and procedures. Ensure that the performance of the CSRs is meeting the established KPIs. Interacts with the customers in escalated cases whenever needed. Work Performed Manages handling complaints and cases to ensure meeting the set KPIs. Follows up the team members’ performance KPIs and metrics and holds on a regular basis meetings with the team members to explain and discuss their performance. Gives Continuous and immediate feedback of team members performance. Give proper coaching to team members and report the results to line manager. Improve team members performance by training them on different Contact Center systems. Motivate Team members and reward good performers. Ensures delivery of consistent performance of handling the cases through effective team management. Provide reporting for the contact center management whenever needed. Reviews and provides suggestions for updating procedures to ensure accurate, consistent and improved services delivery. Escalate business-critical concerns to the appropriate contacts via proper channels in respective timeframes as well as updates the CSRs with the results of the cases and conducts counseling/coaching sessions regularly. Coordinates all productivity and quality checks with Contact Center manager and supervisors to ensure expected productivity and quality of work are met at all times. Update knowledge and skills on an ongoing basis. Adapt to quickly changing business needs and processes. Complete other job assignments as requested by management. Work Relations and Contact Has daily contacts with the Shift Supervisor to receive work directions, discuss and resolve issues. Has daily contacts with the team members and Quality staff. Has a daily contacts with the customers. Accountability for Actions & Impact Accountable to work according to established procedures and specialized technical standards. Accountable for maintain the cases closing KPIs and team mem