Contact/sales Center Manager - Dubai Silicon Oasis, United Arab Emirates - Pinewoods Technology Services FZE

Ahmed Al-Mansouri

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Ahmed Al-Mansouri

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  • Analyze call center statistics and adjust processes to meet or exceed sales goals.
  • Lead team meetings and provide coaching and motivation to team members.
  • Prepare work schedules to ensure sufficient coverage.
  • Develop monthly, quarterly, and annual call center goals and action plans.
  • Ensure the team is meeting and exceeding personal and team sales goals by booking appointments through outbound calls.
  • Manage, lead, and coach the booking team and extensions.
  • Inspire and guide the sales team to deliver excellent levels of individual and team performance and customer satisfaction.
  • Improve team sales through daily and weekly team meetings and coaching sessions.
  • Work with management to coordinate new hire and continuing educational training.
  • Review analysis of sales or other teams' phone coverage and performance, ensuring agent phone productivity on a daily basis to meet sales and quality goals.
  • Manage the maintenance of data integrity to ensure policies and procedures are properly followed.
  • Maintain and make recommendations to improve departmental practices.
  • Prepare and deliver team performance reviews.
  • Monitor reports to meet and exceed sales goals.
  • Manage personal and team execution guidelines.
  • Uphold the highest level of customer service.
  • Manage the customer experience as it relates to the team, ensuring proper information relay.
  • Participate in continuous process improvement activities as part of the sales/contact center team.
  • Collect and analyze call center statistics, such as sales rates, costs, and customer service metrics.
  • Assume responsibility for budgeting and tracking expenses.
  • Hire, coach, and provide training to personnel to maintain high customer service standards.
  • Monitor and improve ordering, telephone handling, and other procedures.
  • Evaluate performance with key metrics, including accuracy and callwaiting time.

Requirements and Skills:

  • Proven experience as a contact center/Sales Center floor manager or in a similar position.
  • Minimum of 5 years of experience in contact center/Sales Center customer service.
  • Knowledge of performance evaluation and customer service metrics.
  • Solid understanding of reporting and budgeting procedures.
  • Experience in basic financial analysis, including costeffectiveness and costbenefit.
  • Proficiency in MS Office and call center equipment/software programs.
  • Outstanding communication and interpersonal skills.
  • Excellent organizational and leadership skills with a problemsolving ability.
  • Positive and patient demeanour.
  • Higher degree in a relevant discipline will be appreciated.

Job Types:
Full-time, Permanent

Application Question(s):

  • Are you available to join immediately?
  • How many years of UAE Call center experience do you have as a Floor Manager / Supervisor?
  • Do you have experience in Car Rental Industry?

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