Eldjouari – Operations Manager – Customer Service (4-10 yrs)

Responsibilities:

– Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

Requirements :

– 4+ years of relevant work experience

– An attested Bachelor’s/Master’s degree

– Experience with Salesforce CRM preferred

– Proficient in MS Word, Excel, Outlook

– Has highly developed all around interpersonal skills

– Excellent communication, presentation, networking and negotiation skills

– Customer service oriented with a positive, well-motivated attitude

– Experience of maintaining a database system

– Proven working experience as a Customer Service Manager, or Call Center Manager

– Experience in providing customer service support in an operational role

– Excellent knowledge of management methods and techniques

– Proficiency in English

– Working knowledge of customer service software, databases and tools

– Awareness of industry’s latest technology trends and applications

– Ability to think strategically and to lead

– Strong client-facing and communication skills

– Advanced troubleshooting and multi-tasking skills

– Customer service orientation