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Call Center Operations Lead

2 weeks ago

Abu Dhabi, Abu Dhabi, United Arab Emirates Al Sahraa Group Full time

Job Summary

Al Sahraa Group seeks an experienced Fleet Call Center Supervisor to join our Operations team. As a key leader, you will oversee the daily operations of the call center, drive team performance, and ensure exceptional customer service.

Main Accountabilities:

  • Serve as a positive influence and mentor to the call center team, fostering a culture of excellence and teamwork.
  • Develop and implement effective strategies to enhance customer satisfaction, increase efficiency, and improve team performance.
  • Collaborate with cross-functional teams to resolve complex customer issues and address operational challenges.
  • Oversee the maintenance and upkeep of company vehicles to ensure safe and reliable transportation.
  • Maintain accurate records and reports, including attendance, performance metrics, and customer feedback.

Requirements:

  • Bachelor's degree in Business Administration, Communications, or related field.
  • Minimum 10 years of experience in call center management or a related field.
  • Proven track record of success in leading high-performing teams and driving results-oriented initiatives.
  • Expertise in CRM software, QMS, and other related platforms.
  • Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
  • Exceptional communication and interpersonal skills, with the ability to engage stakeholders and build strong relationships.