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Call Center Operations Manager

2 weeks ago

Sharjah, Sharjah, United Arab Emirates Client Of ACOUP Employment Services Dubai Full time
Job Description

We are seeking an experienced Call Center Operations Manager to join our team at Client Of ACOUP Employment Services Dubai. As a key member of our leadership team, you will be responsible for overseeing the day-to-day operations of our call center, including managing a team of call center representatives. Your primary focus will be on ensuring that our customers receive exceptional service, and that our representatives are equipped to handle customer inquiries and issues efficiently.

Responsibilities:
  1. Hiring, training, and coaching of call center representatives to meet business objectives.
  2. Leading team meetings to discuss customer trends, best practices, and areas for improvement.
  3. Developing and implementing effective strategies to improve customer satisfaction and reduce complaint volumes.
  4. Collaborating with other management team members to identify trends and establish call center goals.
  5. Managing call center metrics, including response times, resolution rates, and customer satisfaction scores.