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Service Quality Manager
2 weeks ago
Job Description:
We are seeking a highly skilled and experienced contact centre professional to join our team as a Service Quality Manager. This key role will be responsible for leading a team of customer service representatives, driving sales growth, improving customer satisfaction, and increasing operational efficiency.
Main Accountabilities:
- Team Management: Lead a team of customer service representatives, setting goals and objectives to drive sales growth and improve customer satisfaction.
- Quality Assurance: Conduct quality call evaluations, identifying areas for improvement and implementing corrective actions to maintain high service standards.
- Employee Development: Provide ongoing coaching, mentoring, and training to enhance the skills and knowledge of team members.
- Operational Excellence: Monitor and analyze key performance indicators (KPIs), making recommendations to improve operational efficiency and reduce costs.
- Sales Growth: Develop and implement strategies to increase sales revenue, promoting cross-selling and upselling opportunities to existing customers.
- Communication: Collaborate with internal stakeholders to resolve customer complaints and issues, maintaining open communication channels to ensure seamless delivery of services.
Requirements:
A minimum of 3 years' experience in a customer-facing role, preferably in a contact centre environment, is essential. Bachelor's degree required. Excellent communication skills in English & Arabic are mandatory.
