Call Center - dubai - Farnek Services LLC

    Farnek Services LLC
    Farnek Services LLC dubai

    1 day ago

    د.إ48,000 - د.إ84,000 (AED) per year *
    Description

    To lead and oversee day-to-day call center operations for Farnek, Hitches & Glitches, and HITEK, ensuring exceptional customer service and operational efficiency. The role requires strong leadership in managing service workflows in facilities management and home services, while driving digital transformation through AI-powered tools and platforms.

    Key Responsibilities
    • Supervise daily call center operations for inbound and outbound service requests across Farnek, Hitches & Glitches, and HITEK.
    • Ensure professional and timely handling of customer inquiries, complaints, and service escalations.
    • Lead a team of agents, managing rosters, KPIs, and performance reviews.
    • Train agents on customer service protocols, system usage (CAFM/CRM), and escalation procedures.
    • Monitor service quality metrics such as AHT, FCR, CSAT, and SLA compliance, and take corrective actions as needed.
    • Coordinate with technical and operations teams to ensure timely job completion and service feedback.
    • Support the integration and adoption of AI-powered tools (e.g., virtual assistants, chatbots, predictive analytics) to automate repetitive queries and enhance service efficiency.
    • Collaborate with the HITEK digital team to leverage real‑time dashboards, workflow automation, and smart escalation tools.
    • Analyze data from AI and call center systems to improve customer engagement, reduce call load, and streamline processes.
    • Handle complex or escalated calls directly, ensuring a high level of customer satisfaction.
    Qualifications & Experience
    • Bachelor's degree in Business Administration, Customer Service, or related field.
    • 3 -5 years' experience in a supervisory role within a call center for a facilities management or home services company.
    • Hands‑on experience with CRM, CAFM, or service request platforms.
    • Understanding of call center AI tools (e.g., chatbot platforms, IVR automation, sentiment analysis).
    • Excellent leadership, communication, and team management skills.
    • Strong customer‑centric mindset and familiarity with FM service workflows.
    Preferred Skills
    • Knowledge of HITEK systems or similar smart FM technologies.
    • Analytical mindset with the ability to interpret performance data and AI reports.
    • Familiarity with customer service trends in the UAE market.
    Required Skills
    • Management Skills
    • Compliance
    • Operations
    • Adoption
    • Analysis
    • CRM
    • Customer Engagement
    • Escalation
    • Load
    • Corrective Actions
    • Reviews
    • Metrics
    • Analytics
    • Team Management
    • Automation
    • Integration
    • Customer Satisfaction
    • Administration
    • Customer Service
    • Business English
    • Leadership
    • Communication
    • Management
    #J-18808-Ljbffr
    * This salary range is an estimation made by beBee
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