Job Description

Roles and responsibilities

• Staff Management :
• Hiring and Training : Call Center Managers are responsible for recruiting, hiring, and training call center staff. They ensure that employees have the necessary skills to handle customer inquiries effectively.
• Scheduling : Managers create work schedules, allocate shifts, and manage staff rotations to ensure adequate coverage during operating hours.
• Performance Monitoring : They monitor call center agents' performance, provide feedback, and implement performance improvement plans when necessary.
• Customer Service Excellence :
• Quality Assurance : Managers maintain high-quality service standards by monitoring calls, reviewing interactions, and ensuring adherence to company policies and procedures.
• Handling Escalations : When customers escalate issues, managers step in to resolve complex or sensitive cases.
• Customer Satisfaction : They track customer satisfaction metrics and implement strategies to improve overall customer experience.
• Operations Management :
• Workflow Optimization : Managers streamline call center processes, identify bottlenecks, and implement improvements to enhance efficiency.
• Technology Management : They oversee call center software, hardware, and telephony systems to ensure smooth operations.
• Reporting and Analytics : Managers analyze call center data, generate reports, and use insights to make informed decisions.
• Compliance and Policies :
• Adherence to Regulations : Managers ensure that call center operations comply with legal and industry-specific regulations.
• Policy Implementation : They enforce company policies related to call handling, data privacy, and security.
• Performance Metrics :
• Key Performance Indicators (KPIs) : Managers track KPIs such as call abandonment rate, average handling time, first-call resolution, and customer satisfaction scores.
• Goal Setting : They set performance targets for call center agents and motivate them to achieve those goals.
• Team Leadership :
• Motivation and Morale : Managers inspire and motivate call center staff to maintain a positive work environment.
• Conflict Resolution : They address conflicts, resolve disputes, and promote teamwork.
• Continuous Improvement :
• Feedback Loop : Managers gather feedback from customers, agents, and other stakeholders to identify areas for improvement.
• Training and Development : They organize ongoing training sessions to enhance agents' skills and knowledge.
• Emergency Situations :
• Disaster Recovery : Managers develop contingency plans for handling emergencies, system failures, or unexpected events.
• Crisis Management : In crisis situations, they coordinate responses and ensure communication continuity

Job Type: Full-time

Pay: AED6,999.00 - AED7,999.00 per month

Language:

• Native Arabic (Required)

Application Deadline: 28/06/2024