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Call Centre Manager
2 weeks ago
Job Description The Customer Engagement Manager is responsible for leading Brau's central bookings and customer care team across multiple branches in KSA and UAE. This role manages and coaches a team of call centre agents, ensuring every client interaction converts into high quality bookings and delivers an exceptional brand experience. The role plays a critical part in driving revenue, optimising appointment utilisation, and protecting Brau's premium service standards.
Key Responsibilities
Team Leadership and Performance Lead, coach and manage a team of call centre agents responsible for handling inbound and outbound enquiries, bookings, reschedules and customer follow ups. Set clear performance expectations across conversion, response time, booking accuracy and customer satisfaction. Recruit, onboard and develop Customer Engagement Specialists to maintain a high performing, sales driven and service focused team. Bookings and Revenue Management Oversee the end to end bookings function for all of Brau branches, ensuring strong appointment fill rates and minimal gaps. Monitor daily schedules, waitlists and cancellations to maximise revenue across all locations. Work closely with salon managers to align availability, promotions and artists with booking demand. Customer Experience and Issue Resolution Ensure every customer interaction reflects Brau's premium brand, professionalism and attention to detail. Handle escalated customer issues, complaints and complex booking situations with care, speed and confidence. Identify recurring issues and work with operations to improve processes and prevent future problems Operations and Process Improvement Own and continuously improve call centre workflows, scripts, booking procedures and quality standards. Implement systems and processes that improve speed, accuracy and conversion of enquiries into confirmed appointments. Ensure consistent use of CRM and booking platforms across the team. Performance Tracking and Reporting Track and report on key metrics including call volumes, response times, conversion rates, booking value, cancellations and client feedback. Use data to identify opportunities and gaps, and implement action plans to drive improvement. Sales and Target Delivery Set and manage monthly booking and revenue targets for the team. Motivate and coach agents to upsell treatments, packages and add ons in line with Brau's service offering. Drive a proactive sales culture within the team, focused on upselling every enquiry. Compliance and Standards Ensure the team follows all company policies, data protection standards and operating procedures. Maintain consistency and professionalism across all customer touchpoints. Requirements - Minimum 4 years experience in a customer service role within beauty/retail/hospitality. - Strong organizational skills with excellent time management and attention to detail. - Confident using software, operational systems, and reporting tools. - Strong communication skills and a calm, client-focused demeanor. - Flexibility to work peak periods, weekends, and extended hours when required.
