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Call Center Operations Manager

2 months ago

Dubai, Dubai, United Arab Emirates Foreground LLC Full time

**About Foreground LLC**

Foreground LLC is a leading service provider based in the heart of the business district. We are renowned for our commitment to exceptional customer service and are seeking a dynamic Call Center Manager to uphold our reputation for excellence and drive our team to new heights of customer satisfaction.

**Key Responsibilities:**

  • Oversee daily operations of the call center, ensuring efficiency and compliance with company policies and procedures.
  • Lead and manage a team of call center agents, providing training, coaching, and performance feedback to ensure they meet and exceed customer expectations.
  • Develop and implement strategies to improve productivity, performance, and customer satisfaction rates, aligning with the company's business objectives.
  • Monitor and evaluate agent performance, providing constructive feedback and facilitating ongoing training to enhance skills and knowledge.
  • Analyze call center metrics to ensure the team is delivering a high level of customer service and meeting set targets, identifying areas for improvement and implementing corrective actions.
  • Handle complex customer complaints or inquiries that agents are unable to resolve, providing timely and effective solutions to maintain customer satisfaction.
  • Collaborate with other departments to address and resolve customer issues, ensuring seamless communication and a unified approach to customer service.
  • Forecast and analyze staffing needs, ensuring the call center is adequately staffed at all times to meet customer demand.
  • Stay updated on new products, services, and policies to ensure accurate information dissemination by the team, maintaining a high level of customer knowledge and expertise.
  • Implement and review call center policies and procedures, ensuring they are aligned with company objectives and industry best practices.

**Requirements:**

  • Bachelor's degree in Business Administration, Communications, or a related field.
  • A minimum of 5 years of experience in a call center environment, with at least 3 years in a managerial role.
  • Strong leadership skills with a proven track record in team management, coaching, and performance evaluation.
  • Proficient in call center software tools and technologies, with a strong understanding of customer relationship management (CRM) systems.
  • Exceptional interpersonal and communication skills, with the ability to build strong relationships with customers, colleagues, and stakeholders.
  • Ability to analyze and interpret call center performance metrics, identifying trends and areas for improvement.
  • Familiarity with the industry's latest trends and best practices, with a commitment to ongoing learning and professional development.
  • Fluent in English; knowledge of Arabic or other languages would be an advantage.

**Work Arrangement:**

This is a full-time position, with no remote work options available.