Customer Service Operations Leader

4 weeks ago


Dubai, Dubai, United Arab Emirates Foreground. Full time
Position Overview

The Call Center Manager will be responsible for overseeing the daily functions of the call center, ensuring operational efficiency and adherence to company standards.

Key Responsibilities:
  • Manage and direct a team of call center representatives, offering guidance, training, and performance assessments.
  • Formulate and execute plans to enhance productivity, operational performance, and customer satisfaction levels.
  • Evaluate and monitor agent performance, providing constructive feedback and facilitating continuous training opportunities.
  • Assess call center metrics to guarantee that the team meets high standards of customer service and achieves established objectives.
  • Address complex customer inquiries or complaints that representatives are unable to resolve.
  • Collaborate with various departments to effectively tackle and resolve customer-related issues.
  • Project and analyze staffing requirements, ensuring optimal staffing levels within the call center.
  • Stay informed about new products, services, and policies to ensure the team provides accurate information.
  • Develop and review call center policies and procedures to enhance operational effectiveness.
Qualifications:
  • Bachelor's degree in Business Administration, Communications, or a related discipline.
  • At least 5 years of experience in a call center setting, with a minimum of 3 years in a leadership capacity.
  • Demonstrated leadership abilities with a successful history in team management, coaching, and performance evaluation.
  • Proficient in utilizing call center software, tools, and technologies.
  • Excellent interpersonal and communication skills.
  • Ability to analyze and interpret call center performance data.
  • Familiarity with the latest industry trends and best practices.
  • Fluency in English; knowledge of Arabic or additional languages is a plus.


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