Ensure standard operating procedures (SOP) are strict followed.
Resource planning by using effective call Centre strategies and operational expertise.
Ensure quality compliance and constant improvement by random call quality check to improve call quality, minimize errors and track operator performance
Handling the most complex grievant complaints or enquiries
Organizing shift patterns and the number of staff required to meet demand
Communicate with employers, supervisors and other relevant stakeholders to resolve grievant issues.
Ensure timely respond to queries received through email, WhatsApp and social media
Supervise legal, financial and personal counseling sessions
Leading from the front, mentoring and nurturing a strong performing team.
Reviewing team performance identifying training needs and perform training through demonstrations and role plays.
Work on employee satisfaction and retention for higher performance.
RELATIONSHIP MANAGEMENT, FIELD OPERATION AND INDUSTRY LIAISON
Liaise with Embassy/ Consulate officers to gather information and resolve issues.
Organize and conduct weekly awareness camps in factories and labor camps on various issues.
Liaise with individuals and organizations for voluntary participation for legal, financial and personal counselling of grievant.
Liaise with exchange partners, corporates and industry bodies to improve performance.
Liaise with HR/ management of local companies, corporate and agencies to allow conducting awareness programs for Indian labor community in UAE.
Follow updates on rules, regulations and information about Immigration laws for foreign citizens in the UAE especially, Indian Nationals.
Communicate with local companies, corporate and agencies to organize awareness programs for Indian labor community in UAE.
DATABASE MANAGEMENT, KNOWLEDGE SHARING, MIS AND REPORTING
Tracking updates and developments in UAE Labor & Immigration Laws
Maintaining up-to-date knowledge of developments and involvement in networks
Maintaining database and the performance levels of the Centre.
Preparing and updating monthly, quarterly & monthly performance reports.
COMMUNICATION, PROMOTION AND BRAND MANAGEMENT
Promote company brand locally and ensure its visibility within the territory.
Monitor presence in social media and increase viewership/ follower base.
Represent company on various forums, events, industry gatherings or community groups.
Manage relationships with local media to generate greater coverage for the company.
Respond to queries, expert advice sought from media agencies.
Respond to queries received through social media.
PROFITABILITY & BUSINESS MANAGEMENT
Complete P&L responsibility of the process.
Ensure to optomise existing resources and maximize profitability.
Promote cross selling of company services to NRIs.
Salary: Not Disclosed by Recruiter
Industry:Banking / Financial Services / Broking
Functional Area:Sales, Retail, Business Development
Role Category:Channel Sales
Role:Sales / BD Manager
Desired Candidate Profile
Contact Company:Alankit limited