Call Centre Manager - Dubai, United Arab Emirates - EmiraTalent

Description

Call CentreManager

Dubai

Weare seeking a Call Centre Manager on behalf of a wellknownEcommerce business at an exciting time of exponential growth. As aCall Centre Manager you will be responsible for establishingbestpractices in a Call Centre of about 25 agents. We need someonewith strong leadership skills and has previous experience buildingprocesses fromscratch.

Responsibilities:

• Overseeingand leading the daytoday operations to ensure they meet or exceedperformance and service quality goals; this role involves managinga team of call Centre agents.
  
• Youwill be responsible for implementing strategies aimed at enhancingcustomer service operational efficiency and staffdevelopment.
  
• Leadmentor and motivate a call Centre and site support team fostering apositive and productive workenvironment.
  
• Setperformance goals and expectations for the team and provide ongoingfeedback and coaching to ensure targets aremet.
  
• Implementquality assurance programs and performance improvement plans toenhance the quality of customerinteractions.
  
• Planand manage staffing levels schedules and workforce allocation tomeet service level agreements SLA and operationalrequirements.
  
• Developand deliver periodic internal training programs for call centreagents focusing on product knowledge customer service skills andcall handlingtechniques.
  
• Usedatadriven insights to make informed decisions and implementstrategies.
  
• Staycurrent with call center technologies and trends to optimizeoperations
  
• Ensurethat all customer interactions are handled professionally and in amanner that consistently delivers exceptionalservice.
  

Requirements

Requirements:

• 7years of experience in Customer Service/Bookings CallCentres
  
• FluentEnglish Speaking skills to an excellentstandard
  
• Comprehensiveknowledge of various Call Centre Software (IVR TicketingQA)
  

Ifyou are interested in the role mentioned above please contact TomFitzpatrick on