Call Center Manager

Our esteemed client, a leading service provider based in the heart of Dubai, is renowned for their commitment to exceptional customer service. As they continue to expand their operations, they seek a dynamic Call Center Manager who will uphold their reputation for excellence and drive their team to new heights of customer satisfaction.

Duties and Responsibilities:

• Oversee daily operations of the call center, ensuring efficiency and compliance with company policies.
• Lead and manage a team of call center agents, providing training, coaching, and performance feedback.
• Develop and implement strategies to improve productivity, performance, and customer satisfaction rates.
• Monitor and evaluate agent performance, providing feedback and facilitating ongoing training.
• Analyze call center metrics to ensure that the team is delivering a high level of customer service and meeting set targets.
• Handle complex customer complaints or inquiries that agents are unable to resolve.
• Collaborate with other departments to address and resolve customer issues.
• Forecast and analyze staffing needs, ensuring that the call center is adequately staffed at all times.
• Stay updated on new products, services, and policies to ensure accurate information dissemination by the team.
• Implement and review call center policies and procedures.
  
  
  

Qualifications:

• Bachelor's degree in Business Administration, Communications, or a related field.
• A minimum of 5 years of experience in a call center environment, with at least 3 years in a managerial role.
• Strong leadership skills with a proven track record in team management, coaching, and performance evaluation.
• Proficient in call center software, tools, and technologies.
• Exceptional interpersonal and communication skills.
• Ability to analyze and interpret call center performance metrics.
• Familiarity with the industry's latest trends and best practices.
• Fluent in English; knowledge of Arabic or other languages would be an advantage.