Assistant Call Center Manager - Dubai, United Arab Emirates - AWJ Investments

AWJ Investments
AWJ Investments
Verified Company
Dubai, United Arab Emirates

4 weeks ago

Ahmed Al-Mansouri

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Ahmed Al-Mansouri

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Description

Job Purpose


The assistant call center manager will support in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes to better support customers.

You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.


  • Training, coaching, and leading call center representatives as they provide support for customers.
  • Answering representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
  • Assisting other management team members in identifying trends and establishing call center goals.
  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
  • Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Disseminate any operational updates to the team.
  • Preparing the Roster for the team on a weekly basis
  • Preparing the monthly payroll report for the HR Team.
  • Prepare the Weekly Transaction Report.
  • Taking on other tasks or projects to support employees, other managers, and call center operations.
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