The Riyadh City Management Contract is a management contract whose purpose is to Help the National Water Company implement the public to public private partnership transition over 6 years. The total population served is over 4.5 million. Veolia Water Saudi is currently managing the Water treatment, water network, waste water network and the Customer Service including a Call Centre which receives around 3,500 calls per day.
Saudi Arabia - Riyadh / Call centre manager
Context
Job Description
The Call Centre Manager will have to:
-Run the day to day activities of the Call Centre within the Customer Service.
-Implement the guidelines of the customer policy
-Optimise the organisations and/or resources
-Develop proactive behavior and motivate his employees
-Develop the skills of his staff
-Set individual and collective performance objectives
-Organise meetings
-Write activity reports
-Participate in definition of recruitment requirements
-Contribute to improve debt recovery
The key missions will be:
-Develop operating procedures
-Define standards performance
-Analyse and manage the flow of calls
-Monitor the Call Center Charter's implementation
-Develop action plan to meet KPI's
Specific Risk Areas
-Manage and implement the necessary means for crisis resolution
Required Skills
-15+ yearsexperiencewithin water utilities
-10+ years of Call Centre management experience
-Level: Master degree
-International experience
-Fluent in English and if possible in Arabic
Addition to core competencies
-Strong leadership and communication skills
-Team player
-Skills transfer and training
-Adaptability to a different culture
If you are interested in this position, please send your application to hr@veoliawater.ae