Job Title: Call Center Manager

Job Overview: The Call Center Manager oversees the day-to-day operations of the call center, managing a team of customer service representatives to ensure efficient and effective customer service delivery. The role involves leadership, strategic planning, and optimizing operational processes to achieve high-quality service levels.

Key Responsibilities:

• Team Leadership: Lead, coach, and mentor a team of customer service representatives, supervisors, and support staff to ensure high performance, motivation, and adherence to company policies and procedures.
• Operations Management: Manage and optimize call center operations to meet performance targets, including service level agreements (SLAs), key performance indicators (KPIs), and customer satisfaction metrics.
• Strategic Planning: Develop and implement strategies to improve call center performance, enhance customer service, and meet organizational goals. This may involve process improvements, technology implementations, or workforce management strategies.
• Resource Allocation: Efficiently manage staffing levels, schedules, and resources to ensure adequate coverage and meet service demands while maintaining cost efficiency.
• Performance Monitoring and Reporting: Monitor and analyze call center metrics, generate reports, and provide insights to drive continuous improvements in service quality, efficiency, and productivity.
• Quality Assurance: Establish and enforce quality standards for customer interactions, conduct regular call monitoring, provide feedback, and implement training or process improvements to maintain high-quality service.
• Customer Experience Focus: Foster a customer-centric culture within the call center, ensuring that customer needs are met, issues are resolved effectively, and overall satisfaction is maximized.
• Cross-functional Collaboration: Collaborate with other departments such as IT, sales, and marketing to address customer issues, align strategies, and contribute to overall business objectives.
• Compliance and Regulations: Ensure call center operations comply with industry regulations, data protection laws, and company policies related to customer information security and privacy.

Skills and Qualifications:

• Bachelors degree in Business Administration, Management, or a related field (preferred).
• Proven experience (5 years) in call center management or a similar role, demonstrating strong leadership and people management skills.
• In-depth knowledge of call center operations, including telephony systems, workforce management, and customer service best practices.
• Excellent communication, problem-solving, and decision-making skills.
• Proficiency in call center software, CRM systems, and reporting tools.
• Ability to analyze data, identify trends, and implement strategies for improvement.

About Kingsmen Agency :

Kingsmen Agency is a 360 marketing and advertising management company based in the UAE. We are one of the best leading marketing management agencies in Dubai with clients & staff worldwide from Dubai to Egypt, Ukraine, Lebanon & UK. Our company provides excellent digital marketing and social media management services to various industries. We create, plan and manage top-performing digital campaigns for any business to aid growth and help achieve their goals efficiently. We provide our clients with creative content that informs, entertains, and provides value to their audiences. We strive to accelerate business growth for our clients using our mastery of digital technologies.

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