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    Call Centre Manager - Dubai, United Arab Emirates - EmiraTalent

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    Description

    Call Centre Manager

    Dubai

    We are seeking a Call Centre Manager on behalf of a wellknown Ecommerce business at an exciting time of exponential growth. As a Call Centre Manager you will be responsible for establishing bestpractices in a Call Centre of about 25 agents. We need someone with strong leadership skills and has previous experience building processes from scratch.


    Responsibilities:

    • Overseeing and leading the daytoday operations to ensure they meet or exceed performance and service quality goals; this role involves managing a team of call Centre agents.
    • You will be responsible for implementing strategies aimed at enhancing customer service operational efficiency and staff development.
    • Lead mentor and motivate a call Centre and site support team fostering a positive and productive work environment.
    • Set performance goals and expectations for the team and provide ongoing feedback and coaching to ensure targets are met.
    • Implement quality assurance programs and performance improvement plans to enhance the quality of customer interactions.
    • Plan and manage staffing levels schedules and workforce allocation to meet service level agreements SLA and operational requirements.
    • Develop and deliver periodic internal training programs for call centre agents focusing on product knowledge customer service skills and call handling techniques.
    • Use datadriven insights to make informed decisions and implement strategies.
    • Stay current with call center technologies and trends to optimize operations
    • Ensure that all customer interactions are handled professionally and in a manner that consistently delivers exceptional service.


    Requirements

    Requirements:

    • 7 years of experience in Customer Service/Bookings Call Centres
    • Fluent English Speaking skills to an excellent standard
    • Comprehensive knowledge of various Call Centre Software (IVR Ticketing QA)


    If you are interested in the role mentioned above please contact Tom Fitzpatrick on




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