Call Centre Operations Manager
1 month ago
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
- 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
- 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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