Job Description

Job Overview:

We are seeking a dynamic and experienced Interact Manager to lead our customer interaction center in a real estate environment. The Interact Manager will oversee all operations of the call center, ensuring efficient handling of customer inquiries and communication across multiple platforms. The role focuses on maintaining a high standard of customer service, optimizing workflow, and ensuring smooth, real-time interaction with clients to enhance their experience with our services.

Key Responsibilities:

• Manage and supervise the day-to-day operations of the customer interaction center, including inbound and outbound calls, ensuring timely and accurate responses to client queries.
• Oversee communication across digital messaging platforms, ensuring smooth client interactions and follow-up procedures.
• Develop and implement efficient systems and processes to enhance customer service delivery and operational efficiency.
• Monitor performance metrics, including call volume, response times, and customer satisfaction, and adjust strategies to improve results.
• Train, mentor, and manage a team of customer service agents, ensuring high levels of professionalism and service quality.
• Collaborate with the sales and marketing teams to align customer service strategies with overall company objectives.
• Conduct regular team meetings and provide ongoing feedback and support to drive continuous improvement.
• Handle escalated customer issues and provide solutions in a timely and effective manner.
• Stay up-to-date with industry trends and technology to continuously improve the interaction center's processes.

Qualifications:

• Bachelor's degree in Business, Communications, or a related field.
• Proven experience as a Call Center Manager, Supervisor, or in a similar role, ideally within the real estate or service industry.
• Strong leadership and team management skills, with the ability to motivate and drive a team to meet targets.
• Excellent communication and interpersonal skills, with the ability to manage high-stress situations.
• Proficiency in using customer relationship management (CRM) software and other communication platforms.
• Ability to analyze data and metrics to improve customer experience and operational efficiency.
• Problem-solving skills and a results-driven mindset.

Key Skills:

• Leadership and team development
• Customer service excellence
• Performance monitoring and improvement
• CRM and digital communication tools
• Data analysis and reporting

Job Type: Full-time

Pay: AED10,000.00 - AED15,000.00 per month

Ability to commute/relocate:

• Abu Dhabi: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Have you managed a call center before?

Education:

• Bachelor's (Preferred)

Experience:

• Call Center: 5 years (Preferred)

Language:

• English (Required)