Call Centre Operations Manager

1 month ago


Dubai, Dubai, United Arab Emirates PrecisionHire Solutions Full time
About the Role

We are seeking a highly skilled Call Centre Operations Manager to join our team at PrecisionHire Solutions. As a key member of our operations team, you will be responsible for leading our call centre teams to deliver exceptional customer experiences and drive business growth.

Key Responsibilities
  • Lead and manage high-performing call centre teams to achieve business objectives
  • Develop and implement operational plans to improve efficiency, customer satisfaction, and team performance
  • Collaborate with cross-functional teams to drive strategic initiatives and process improvements
  • Coach and develop team members to build a culture of excellence and continuous learning
  • Monitor and analyze key performance indicators to inform business decisions and drive growth
Requirements
  • Bachelor's degree in any discipline
  • Minimum 5-7 years of call centre experience in Retail fashion and Beauty industry background with at least 3 years' experience managing call centre teams
  • Excellent analytical and critical thinking skills
  • Ability to drive strategic initiatives to enhance efficiency, customer experience, and effectiveness
  • Excellent team management, planning, and execution skills
  • Proactive, collaborative, and consultative
  • Excellent presentation and communication skills both written and verbal. Arabic language is preferred
  • Strong leadership and interpersonal skills
  • Strong ability to work with all levels of senior stakeholders/management
  • Customer focus and result-driven
Additional Requirements
  • Self-motivated and proactive
  • Has integrity, instils trust, and leads by example
  • Understanding of process improvement in an agile manner
  • Able to work under pressures and to strict deadlines
  • Ability to simplify complex environments and work with ambiguity
  • Applies a good level of emotional maturity in their role
  • Reliable team player who will contribute their knowledge and experience into a team environment
  • Organized and methodical


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