Call Center Manager Job Opportunity in Dubai
Foreground company Dubai is looking for a Call Center Manager in Dubai, United Arab Emirates who will be responsible to perform the following responsibilities.
Duties and Responsibilities:
- Oversee daily operations of the call center, ensuring efficiency and compliance with company policies.
- Lead and manage a team of call center agents, providing training, coaching, and performance feedback.
- Develop and implement strategies to improve productivity, performance, and customer satisfaction rates.
- Monitor and evaluate agent performance, providing feedback and facilitating ongoing training.
- Analyze call center metrics to ensure that the team is delivering a high level of customer service and meeting set targets.
- Handle complex customer complaints or inquiries that agents are unable to resolve.
- Collaborate with other departments to address and resolve customer issues.
- Forecast and analyze staffing needs, ensuring that the call center is adequately staffed at all times.
- Stay updated on new products, services, and policies to ensure accurate information dissemination by the team.
Required Qualifications:
The following requirements are needed to get this job- Bachelor's degree in Business Administration, Communications, or a related field.
- A minimum of 5 years of experience in a call center environment, with at least 3 years in a managerial role.
- Strong leadership skills with a proven track record in team management, coaching, and performance evaluation.
- Proficient in call center software, tools, and technologies.
- Exceptional interpersonal and communication skills.
- Ability to analyze and interpret call center performance metrics.
- Familiarity with the industry's latest trends and best practices.
- Fluent in English; knowledge of Arabic or other languages would be an advantage.
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