Call Center Services Manager

2 months ago


Abu Dhabi, United Arab Emirates Alsaher Telecom Full time

**Job Overview**: The Call Center Services Manager is responsible for overseeing the day-to-day operations of the call center, ensuring exceptional customer service, and managing a team of customer service representatives. This role involves strategic planning, resource management, and continuous improvement initiatives to enhance the overall efficiency and effectiveness of the call center.

**Key Responsibilities**:
**Team Leadership**:

- Recruit, train, and manage a team of customer service representatives.
- Provide leadership, coaching, and performance feedback.
- Foster a positive and collaborative work environment.

**Operations Management**:

- Oversee daily operations of the call center, ensuring smooth and efficient workflow.
- Develop and implement operational policies and procedures.
- Monitor key performance indicators (KPIs) to assess and improve performance.

**Customer Satisfaction**:

- Implement strategies to enhance customer satisfaction and loyalty.
- Address customer concerns and escalations in a timely and effective manner.
- Analyze customer feedback and implement improvements as needed.

**Quality Assurance**:

- Establish and maintain quality standards for customer interactions.
- Conduct regular quality assessments and provide feedback to team members.
- Implement training programs to improve service quality.

**Resource Management**:

- Manage staffing levels to meet service demands.
- Create and maintain schedules to ensure adequate coverage.
- Monitor and optimize resource allocation to meet performance targets.

**Technology and Tools**:

- Oversee the use of call center technology and tools.
- Stay informed about advancements in call center technology.
- Collaborate with IT teams to address technical issues and implement improvements.

**Performance Analysis and Reporting**:

- Analyze call center performance data and generate reports.
- Identify trends and opportunities for improvement.
- Present performance reports to leadership.

**Training and Development**:

- Develop and deliver training programs for new and existing staff.
- Keep the team updated on product/service knowledge and industry best practices.
- Support ongoing professional development.

**Budget Management**:

- Develop and manage the call center budget.
- Monitor expenses and ensure adherence to budgetary constraints.
- Provide financial reports to leadership as needed.

**Continuous Improvement**:

- Identify opportunities for process improvement and efficiency.
- Implement best practices to enhance service delivery.
- Stay informed about industry trends and advancements in customer service.

**Qualifications**:

- Arabic speaking is a must.
- 3-5 years experience.
- Bachelor's degree in Business, Communication, or a related field.
- Proven experience in call center management or a similar role.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Familiarity with call center technology and software.
- Analytical and problem-solving abilities.

Application Question(s):

- What is your visa status?
- How many days of notice period?
- Total years of experience?
- How much is your current salary?
- How much is your expected salary? (Please specify)
- What is your nationality?
- Are you willing to relocate anywhere? (Within UAE)
- What is your educational background?
- Do you know anyone in Alsaher?
- Have you been interviewed by any companies within Alsaher?


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