Call Center

6 months ago


Dubai, United Arab Emirates Community Development Authority Full time

أهداف الوظيفة

الإشراف على خدمات قسم مراكز الاتصال وضمان تقديم خدمة متميزة من خلال تطبيق وتنفيذ معايير الخدمة المتميزة في التواصل مع المتعاملين ورصد فرص التحسين المتعلقة بخدمات هيئة تنمية المجتمع من خلال تحليل إستبيانات الرأي ومخرجات قنوات التواصل المختلفة.

المسؤوليات والواجبات القيادية

الشؤون الاستراتيجية
- إعداد الخطط والأهداف التشغيلية قصيرة ومتوسطة الأجل لمراكز الاتصال ومواءمتها مع خطط الإدارة والقطاع.
- وضع السياسات و الإجراءات لعمليات الموازنة وضمان تنفيذ مثلها في كافة معاملات هيئة تنمية المجتمع.

الشؤون المالية
- إعداد الميزانية السنوية لمراكز الاتصال ، و الحصول على الاعتمادات اللازمة ، وكذلك مراقبة تنفيذ الميزانية ضماناً للاستخدام الأمثل بما يتوافق مع السياسات المالية.

التطوير
- بث روح القيادة ، وإدارة الموظفين وتحفيزهم ووضع أهداف لهم ، واستعراض أداء الموظفين ، والتوصية بالبرامج التدريبية الملائمة ، وتقديم المشورة بشأن إدارة الموارد لموظفي مركز الاتصال بهدف تحقيق الأهداف العامة للإدارة والهيئة.

الواجبات والمسؤولبات التشغلية

1. إدارة عمليات مراكز الاتصال التابعة لهيئة تنمية المجتمع ، متضمنة الخطوط الساخنة للحماية بالتعاون والتنسيق مع الوحدات التنظيمية التخصصية ( قسم حماية أصحاب الهمم ، قسم حماية كبار المواطنين وكبار السن )و الإشراف على وضع وتنفيذ خطط وبرامج تحسينية.

2. وضع الأطر والآليات والاجراءات لاستقبال طلبات الخدمات عبر الهاتف والتعامل معها حسب إجراءات المرحلة الأولى للنظام المتكامل لإدارة الحالات المتبع في الهيئة.

3. الإشراف على تطوير تقنيات و أنظمة مراكز الاتصال بما يتوافق مع المتطلبات و المستجدات على مستوى خدمات المتعاملين وعلى مستوى مركز نموذج دبي ومن خلال التقييم المستمر للأداء والأنظمة المستخدمة.

4. توجيه الموظفين للرد على اتصالات واستفسارات المتعاملين عبر وسائل التواصل المختلفة ( الهاتف ، البريد الالكتروني للهيئة ، المحادثة الالكترونية ، الموقع الالكتروني) ومتابعة تحويلها للإدارات المعنية إن لزم الأمر وذلك وفقاً لمعايير مركز نموذج دبي لمراكز الاتصال.

5. ضمان تسجيل البلاغات الواردة لمراكز الاتصال من قبل فريق العمل (خاصة بلاغات حماية الطفل واستشارات حالات التعاطي و الإدمان ) وكذلك البلاغات الواردة من الجهات الخارجية ومتابعة التدخلات من قبل الإدارت المعنية بالحماية لضمان تقديم الخدمات.

6. تقييم جودة أداء موظفي مركز الاتصال من خلال الاستماع إلى مكالماتهم الهاتفية المسجلة مع المتعاملين ومتابعة نتائج الاختبارات الدورية بالتوافق مع معايير قياس جودة المكالمات والمعلومات المقدمة للمتعاملين.

7. الإشراف على إعداد مؤشرات الأداء الخاصة بمراكز الاتصال ومراجعة التقارير و النتائج لتحديد وتحليل الفجوات في الأداء وإعداد خطط تطويرية وتدريبية للموظفين ورفع مستويات الأداء ورفع التوصيات بغرض تحسين وتحديد الطاقة الاستيعابية.

8. مراجعة تحليل استبيانات الرأي الخاصة بمراكز الاتصال لقياس الأداء وفعالية وجودة أساليب الرد على المتعاملين ورفع التوصيات التحسينية.

9. اجراء الدراسات المتخصصة لرصد احتياجات وتوقعات المتعاملين من خلال متابعة نتائج استبيانات الرأي و مراجعة الملاحظات الوارد



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