Call Center Manager Job in GDC Hospital

Call Center Manager

Abu Dhabi, AZ, AE, United Arab Emirates

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Job Description

Responsibilities

• manage the daily running of the call centre, including sourcing equipment, carrying out effective resource planning and applying call centre strategies and operations
• undertake needs assessments, performance reviews and cost/benefit analyses
• set/meet performance targets for speed, efficiency, sales and quality
• ensure all relevant communications and data are updated and recorded
• advise clients on products and services available
• liaise with supervisors, team leaders, operatives and third parties to gather information and resolve issues
• maintain up-to-date knowledge of industry developments and involvement in networks
• monitor random calls to improve quality, minimise errors and track operative performance
• coordinate staff recruitment, write job adverts and liaise with HR staff
• review the performance of staff, identify training needs and plan training sessions
• record statistics, user rates and the performance levels of the centre
• prepare reports on these statistics, rates and performance levels
• handle the most complex customer complaints or enquiries
• organise shift patterns and the number of staff required to meet demand
• coach, motivate and retain staff
• coordinate bonus, reward and incentive schemes
• forecast and analyse data against budget figures on a weekly and/or monthly basis.

Job Type: Full-time

Pay: AED1.00 - AED2.00 per month