Call Center Section Head

3 months ago


Sharjah, United Arab Emirates Nejoum Al Jazeera Full time

**Team Management**: Oversee and manage a team of call center agents, ensuring they are motivated, trained, and performing to the best of their abilities.
- **Performance Monitoring**: Track key performance indicators (KPIs) such as call volume, response times, customer satisfaction, and resolution rates. Use this data to improve team performance.
- **Training and Development**: Develop and implement training programs for new and existing staff to enhance their skills and knowledge of products and services.
- **Quality Assurance**: Monitor calls and provide feedback to agents to ensure compliance with company standards and improve service quality.
- **Reporting**: Prepare and present regular reports on team performance, trends, and areas for improvement to senior management.
- **Customer Experience Improvement**: Analyze customer feedback and implement changes to processes or services to enhance customer satisfaction.
- **Resource Management**: Ensure adequate staffing levels and manage scheduling to meet call volume demands.
- **Problem Resolution**: Handle escalated customer issues that agents cannot resolve, ensuring a positive outcome.
- **Collaboration**: Work with other departments (like sales, marketing, and IT) to align call center operations with overall business goals.
- **Budget Management**: Assist in managing the section’s budget, including monitoring expenses

Pay: AED4,000.00 - AED6,000.00 per month

Application Question(s):

- Can manage a team of call center agents, ensuring they are motivated, trained, and performing to the best of their abilities.
- Can you develop and implement training programs for new and existing staff to enhance their skills and knowledge of products and services.

Application Deadline: 20/10/2024
Expected Start Date: 20/10/2024


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