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Call Center Operations Manager

2 months ago

Abu Dhabi, Abu Dhabi, United Arab Emirates IBS Full time
Call Center Team Leader - English Khaleeji Dialect

Job Overview:

We are seeking a highly motivated and experienced Call Center Team Leader to join our team at IBS. As a key member of our customer service team, you will be responsible for leading a team of customer service representatives and ensuring that our customers receive exceptional service.

Key Responsibilities:

  1. Team Leadership: Work closely with the team, motivating and coaching them to achieve exceptional customer service results.
  2. Communication: Host regular team meetings and one-on-one sessions to ensure open communication and address any concerns or issues.
  3. Business Acumen: Stay up-to-date with business development and new product lines to ensure that our team is equipped to handle customer inquiries and provide solutions.
  4. Operational Management: Manage day-to-day call center activities, prioritize tasks, and make risk/impact assessments to ensure that our team is meeting service level agreements (SLAs).
  5. Training and Development: Ensure that training and development plans are in place for all team members to enhance their skills and knowledge.
  6. Performance Management: Use company methodology, team input, and your own initiative to ensure that attendance and retention targets are achieved.

Requirements:

To be successful in this role, you will need to have excellent leadership and communication skills, as well as a strong understanding of customer service principles and practices. You will also need to be able to work effectively in a fast-paced environment and make sound decisions to drive business results.