Customer Experince & Contact Center Trainer
Luminus Education
مجموع سنوات الخبرة :18 years, 0 أشهر
Programme Associate
Responsibility
- Assist in negotiating agreements with implementing partners and ensure that IP agreements are established in conformity with UNHCR's financial rules and the latest Headquarters' instructions.
- Undertake proper collection, monitoring and use of baselines, standards and indicators needed to measure and analyse programme performance, trends and target interventions.
- Review the implementation and performance of IPs agreements through appropriate physical monitoring to evaluate the projects by reviewing work plans, progress reports, budget, financial reports and expenditures; undertake field visits as required.
- Use UNHCR's corporate tools (e.g. Global Focus, Focus Client) to assess the technical soundness of the operation and generate data for evidence-based decisions at the country-level.
- Assist in keeping donor representatives briefed on developments and assist in the development of funding submissions, appeals and reports.
- Assist in ensuring compliance in issuance of audit certificates for Implementing Partners.
- Perform other duties as required.
Authority
- Provide inputs for the country operations plan (including budgets, staffing levels and structures) as well as prepare inputs for funding submissions, appeals and reports.
- Enforce compliance with UNHCR's global strategies, protocols and guidelines.
- Represent UNHCR in physical monitoring of projects.
•Setting and meeting performance targets for speed, efficiency, sales and quality;
•Managing the daily running of the call center.
•Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
•Maintaining up-to-date knowledge of industry developments and involvement in networks;
•Monitoring random calls to improve quality, minimize errors and track operative performance.
•Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff.
•Reviewing the performance of staff, identifying training needs and planning training sessions.
•Recording statistics, user rates and the performance levels of the center and preparing reports.
•Handling the most complex customer complaints or enquiries.
•Organizing staffing, including shift patterns and the number of staff required meeting demand.
•Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.
•Forecasting and analyzing data against budget figures on a weekly and/or monthly basis;
•Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products
What is an MBA Degree? The MBA (Master of Business Administration) is a postgraduate degree that is awarded to students who have mastered the study of business. The MBA degree is thought to be one of the most prestigious and sought after degrees in the world. Students of MBA programs study the theory and application of business and management principles. This type of study equips students with knowledge that can be applied to a variety of real world business situations. Typically occurring during the first year of MBA study, core classes are meant to lay a foundation for the rest of your business school education. After completing the MBA core curriculum, you will have a good understanding of business concepts. Though the curriculum can vary from school to school, you will usually be required to complete core courses regardless of your specialization. Common MBA Core Curriculum: The MBA core curriculum offered at most business schools includes combinations and variations of the following courses: •Accounting •Business Strategy •Economics •Finance •Human Resources •Marketing Management •Manufacturing and Production •Operations Management •Statistics •Technology and Information Systems
Department of Marketing The Marketing Department was established in the academic year of 1993/1994. The department awards a Bachelor's degree in marketing and supplies the job market with specialists in the area of marketing. The department consists of a highly qualified teaching staff that are equipped with degrees from distinguished international universities. The department is proud to have received first place (excellence) among all Jordanian universities in the Government Achievement Exam which was administered by the Ministry of Higher Education in the second semester of the academic year 2005/2006 and again in the first semester of the academic year 2006/2007.
Marketing Management Consumer Behavior International Marketing
