Call Center Manager - Dubai, United Arab Emirates - Pinoy Tourism LLC

Pinoy Tourism LLC

Verified Company

Dubai, United Arab Emirates

1 week ago

Posted by:

Ahmed Al-Mansouri

beBee Recruiter

Description

Business Goal:

Meeting customer service targets
Increasing efficiency and productivity
Reducing costs
Improving employee morale and retention
Enhancing quality assurance
Managing risks and compliance

KPI:

Average Call/lead Handling Time
First Call/lead Resolution (FCR) Rate
Abandoned Call/lead Rate
Service Level
Customer Satisfaction (CSAT) Score
Agent Occupancy Rate
Agent Attrition Rate

Job Summary:

1) Hire, coach and provide training to personnel to maintain high customer service standards

2) Answering representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives

3) Prepare sales & perfomance reports of the call center

4) Assisting other management team members in identifying trends and establishing call center goals.

5) Ensuring staff members are achieving desired service levels and taking corrective action, as needed.

6) Analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

7) Taking on other tasks or projects to support employees, other managers, and call center operations.

8) Develop objectives for the call center's day-to-day activities

9) Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

10) Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)

11) Monitor and improve spiel, telephone handling and other procedures

12) Evaluate performance with key metrics (accuracy, call-waiting time etc.)

13) Maintaining a professional working environment

14) Ensure product knowledge delivery to sales staff

15) Provide social media assistance to marketing manager

16) Managing ERP system operations, updating requests and data accuracy review and updates with maintaining record of licenses distribution among the staff on sharing basis

17) Managing concerns of any and all resources for creating a healthy and productive work environment with open office culture

18) Direct communication with finance, HR, management and operations for monthly reporting and reviews

19) Onboarding and training alignment with team leads and sister companies staff

20) Researching market competitors and staying updated with market trends, needs and products

Education
Bachelor Degree

Experience
1) Minimum 05 years of experience in call center as manager or equivalent
2) Experience in the tech industry or reasonable exposure to tech functions in business
3) Experience in working across layers of organizations

T-Skills
1) Sense of urgency
2) Proficiency with necessary technology software, including CRMs, dialer systems, Office Suite
3) Experience with managing a team of diverse call center representatives
4) Ability for systematic problem solving
5) Systems Thinking

Salary:
AED6, AED8,000.00 per month