Call Centre Manager
13 hours ago
**Job Summary**:
**Key Responsibilities**:
- Lead, coach, and motivate call centre teams to achieve performance targets.
- Conduct performance evaluations and develop training plans to enhance team capabilities.
- Foster a positive work environment that promotes teamwork and employee engagement.
- Manage day-to-day call centre activities, ensuring smooth operations.
- Develop and implement strategies to improve efficiency, productivity, and service quality.
- Monitor call metrics, identify trends, and take corrective actions as needed.
- Handle escalations and resolve customer complaints effectively and professionally.
- Collaborate with cross-functional teams to enhance the customer journey.
- Prepare detailed reports on team performance, call centre metrics, and KPIs.
- Analyze data to identify areas for improvement and implement action plans.
- Present insights and recommendations to senior management.
- Ensure adherence to company policies, industry regulations, and quality standards.
- Conduct regular audits to maintain compliance and operational integrity.
**Requirements**:
- Bachelor’s degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in call centre or telesales operations, with at least 2 years in a management role.
- Proven experience in the BPO industry is a must.
- Strong leadership, communication, and interpersonal skills.
- Proficiency in call centre software and CRM systems.
- Analytical mindset with a focus on data-driven decision-making.
- Ability to manage a 6-day work schedule.
Application Question(s):
- This is a 6-working day job. Are you okay with that?
- Office location is International City Phase 2, Dubai. Will you be to commute to this location?
- What is your current/last monthly salary (in AED)?
- What is your expected monthly salary (in AED)?
- Are you based in UAE?
- Which Industries/markets you have worked in?
- Do you speak Hindi?
**Experience**:
- Call Centre / BPO: 5 years (required)
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