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Call Centre Manager

RTC-1 Employment Services

Job description / Role

• Manage the call center activities in all store’s coordination with delivery / operation manager
• Lead all communication with Aggregators regarding (Campaigns, offers, Menu changes, Customer issues)
• Support all the Call center staff when needed in their daily duties (Taking calls, punching orders, Resolve customer complaints and escalations)
• Review Customer reviews through social media and aggregators platform and resolve it
• Continuous coaching for call center staff to enhance their skills and knowledge, keep them updated with all changes related to the knowledge and operations
• Provide the management with daily reports showing yearly transactions progression (Year Vs Year)
• Implement new processes in the Call center to enhance the level of service
• Monitor & supervise the implementation of the call center plans in coordination with operation manager, to maintain the highest standard of performance and products

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