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Customer Service Operations Leader

3 months ago

Dubai, Dubai, United Arab Emirates Foreground LLC Full time

Company Overview:

Foreground LLC is a prominent service provider recognized for its dedication to outstanding customer service. As the company expands its operations, they are in search of a proactive Call Center Manager who will maintain their esteemed reputation for excellence and elevate their team’s performance in customer satisfaction.

Key Responsibilities:

  • Manage the daily functions of the call center, ensuring operational efficiency and adherence to company policies.
  • Lead a team of call center representatives, offering training, coaching, and performance evaluations.
  • Formulate and execute strategies aimed at enhancing productivity, performance, and customer satisfaction levels.
  • Assess and monitor agent performance, providing constructive feedback and facilitating continuous training opportunities.
  • Examine call center metrics to guarantee that the team is delivering superior customer service and achieving established goals.
  • Address complex customer complaints or inquiries that agents are unable to resolve independently.
  • Collaborate with various departments to effectively address and resolve customer concerns.
  • Forecast and analyze staffing requirements to ensure optimal call center staffing at all times.
  • Stay informed about new products, services, and policies to ensure accurate information is communicated by the team.
  • Develop and review call center policies and procedures to enhance operational effectiveness.

Qualifications:

  • Bachelor’s degree in Business Administration, Communications, or a related discipline.
  • A minimum of 5 years of experience in a call center setting, with at least 3 years in a leadership role.
  • Demonstrated leadership abilities with a successful history in team management, coaching, and performance assessment.
  • Proficient in utilizing call center software tools and technologies.
  • Exceptional interpersonal and communication skills.
  • Ability to analyze and interpret call center performance metrics effectively.
  • Familiarity with the latest industry trends and best practices.
  • Fluency in English; knowledge of Arabic or additional languages is a plus.

Remote Work: No