Call Centre Manager
3 weeks ago
Call CentreManager
Dubai
Weare seeking a Call Centre Manager on behalf of a wellknownEcommerce business at an exciting time of exponential growth. As aCall Centre Manager you will be responsible for establishingbestpractices in a Call Centre of about 25 agents. We need someonewith strong leadership skills and has previous experience buildingprocesses fromscratch.
Responsibilities:
Overseeingand leading the daytoday operations to ensure they meet or exceedperformance and service quality goals; this role involves managinga team of call Centre agents.
Youwill be responsible for implementing strategies aimed at enhancingcustomer service operational efficiency and staffdevelopment.
Leadmentor and motivate a call Centre and site support team fostering apositive and productive workenvironment.
Setperformance goals and expectations for the team and provide ongoingfeedback and coaching to ensure targets aremet.
Implementquality assurance programs and performance improvement plans toenhance the quality of customerinteractions.
Planand manage staffing levels schedules and workforce allocation tomeet service level agreements SLA and operationalrequirements.
Developand deliver periodic internal training programs for call centreagents focusing on product knowledge customer service skills andcall handlingtechniques.
Usedatadriven insights to make informed decisions and implementstrategies.
Staycurrent with call center technologies and trends to optimizeoperations
Ensurethat all customer interactions are handled professionally and in amanner that consistently delivers exceptionalservice.
Requirements
Requirements:
7years of experience in Customer Service/Bookings CallCentres
FluentEnglish Speaking skills to an excellentstandard
Comprehensiveknowledge of various Call Centre Software (IVR TicketingQA)
Ifyou are interested in the role mentioned above please contact TomFitzpatrick on
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