Call Center Manager

1 week ago


Dubai, Dubai, United Arab Emirates Brau Full time

Introduction:


We are a leading company in the beauty and aesthetics industry, dedicated to enhancing the natural beauty and confidence of our clients through innovative services and exceptional customer service.

We are currently seeking a seasoned Call Center Manager to lead our Customer Engagement Team and ensure the highest level of customer experience among our customers.


Responsibilities:

Manage Operations:
Oversee the daily operations of the Customer Engagement Team, ensuring efficiency and the effective resolution of customer inquiries.

Team Leadership:
Recruit, train, and mentor call center representatives and supervisors. Foster a collaborative environment that encourages outstanding customer service.

Performance Monitoring:
Regularly review performance metrics to ensure the team meets or exceeds them. Implement strategies to improve quality and Efficiency.

Customer Satisfaction:
Handle complex customer complaints or inquiries. Ensure customer satisfaction and loyalty by resolving issues in a timely and empathetic manner.

Process Improvement:
Continuously assess and improve call center processes and practices to enhance customer experience and operational Efficiency.

Compliance and Reporting:
Ensure compliance with all company policies and Standard Operating Procedures affecting the call center operations. Prepare reports on the team's performance and strategic plans to enhance it.

Sales Target:
Ensure the team achieves their monthly sales targets, providing support, motivation, and proper sales management through.

Qualifications:

  • Proven experience as a Call Center Manager or similar managerial role.
  • Strong understanding of management practices and techniques.
  • Excellent communication and interpersonal skills.
  • Proficiency in call center equipment/software and CRM systems.
  • Ability to lead and motivate a highperformance team.
  • Strong problemsolving skills and the ability to think critically.
  • Passionate about the beauty industry and customer service.

Preferred Skills:

  • Experience in any of the follow industries is highly advantageous: beauty, healthcare, fashion or consumer retail.
  • Multilingual capabilities (Arabic / English) are preferred but are not a hard requirement.

Application Question(s):

  • It is a strictly ladies salon, are you a female?
  • Do you hold minimum 3 years of experience in the similar field and role?
  • Available for a physical interview in Dubai?
Application Deadline: 30/05/2024
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