In the story of Snappfood, we believe in creating value that goes beyond the ordinary. We are willing to establish innovative tendencies and are eager to have you on our team to help us get through our business challenges with creativity, intelligence, and agility.
We are waiting for you to continue this story.
Responsibilities:
• Oversee the daily operations of the contact center, ensuring optimal execution of processes and achievement of organizational goals.
• Monitor and analyze performance data related to the contact center, identify weaknesses, and propose solutions to enhance efficiency.
• Prepare and present performance reports to management at specified intervals.
• Identify operational challenges, provide swift and effective solutions, and follow up on issues reported by sub-teams.
• Obtain KPIs and evaluate efficiency of training programs.
• Manage team activities, establishing task priorities, scheduling and tracking work assignments, providing guidance, and ensuring the availability of resources.
• To increase the customer satisfaction and NPS To have active collaboration with the QA team to improve staff’s knowledge and soft skills.
• Participation in Battles, Combats, And Star projects.
• To keep up-to-date knowledge on products and procures.
• Train, Coach, and Provide feedback to team leaders for skill development.
• Handle escalated customer issues and ensure satisfactory resolutions.
Requirements:
• Strong knowledge of Contact Center flows and process
• Strong understanding of company products, policies, and services.
• Ability to analyze, interpret and report Contact Center data.
• Good at office tools especially data ones ( Excel, G-Sheet …)
• Familiar with QA and QC procedures and policies
Benefits:
• Vouchers for Vacations, Gym, Therapy Sessions, Internet Costs
• Complementary Insurance
• Educational platform of advanced courses
• Snappfood’s Discount codes
• Loans