Call Centre Manager
To ensure the highest quality British Council Customer Experience is delivered consistently by the Call Centre Team. To regularly evaluate the quality of service provided through customer feedback and to make improvements accordingly. To lead the team by demonstrating the attitudes, behaviours and knowledge required by Customer Service Professionals.
Details
| Reference number | N/A |
|---|---|
| Location | Jeddah |
| Salary | SR 10,950 (total monthly salary) |
| Duration | Indefinite |
| Working hours | 37.5 hours per week |
| Annual leave | 30 working days |
| Closing date | Thursday, 23 January 2014 |
Role overview
The Call Centre Managers will be based at the British Council Jeddah office as part of our broader Middle East and North Africa region. The British Council has been offering high quality teaching, examinations and a range of other educational and cultural services in KSA for more than 30 years. There are currently four BC offices in KSA- Jeddah, Al Khobar and two in Riyadh. The Call Centre Manager will lead a team of 7-8 agents who will be handling approximately 20-25,000 phone and email enquiries per month covering all the KSA offices.
The post holder will set up a series of KPIs for the team to be measured against, and he/she will also lead the challenge of meeting a range of demanding Mystery Shopping and Customer Effort Assessment enquiries into sales and quality monitoring targets.
How to apply
Read the guidance notes, role profile, British Council behaviours and the generic skills dictionaries carefully in order to assist you with your application.
Download and complete the British Council application form. Ensure that you can demonstrate the skills, knowledge and experience required for the role.
Submit completed applications to ksa.recruit@sa.britishcouncil.org
Only short-listed candidates will be contacted. If you are not contacted, regretfully your application has not been taken any further. Short-listing can take up to one month to complete.
Only applications submitted on a British Council application form will be reviewed.