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سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكترونيحالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكترونيCall Centre Manager
Dubai
We are seeking a Call Centre Manager on behalf of a wellknown Ecommerce business at an exciting time of exponential growth. As a Call Centre Manager you will be responsible for establishing bestpractices in a Call Centre of about 25 agents. We need someone with strong leadership skills and has previous experience building processes from scratch.
Responsibilities:
Overseeing and leading the daytoday operations to ensure they meet or exceed performance and service quality goals; this role involves managing a team of call Centre agents.
You will be responsible for implementing strategies aimed at enhancing customer service operational efficiency and staff development.
Lead mentor and motivate a call Centre and site support team fostering a positive and productive work environment.
Set performance goals and expectations for the team and provide ongoing feedback and coaching to ensure targets are met.
Implement quality assurance programs and performance improvement plans to enhance the quality of customer interactions.
Plan and manage staffing levels schedules and workforce allocation to meet service level agreements SLA and operational requirements.
Develop and deliver periodic internal training programs for call centre agents focusing on product knowledge customer service skills and call handling techniques.
Use datadriven insights to make informed decisions and implement strategies.
Stay current with call center technologies and trends to optimize operations
Ensure that all customer interactions are handled professionally and in a manner that consistently delivers exceptional service.
Requirements:
7 years of experience in Customer Service/Bookings Call Centres
Fluent English Speaking skills to an excellent standard
Comprehensive knowledge of various Call Centre Software (IVR Ticketing QA)
If you are interested in the role mentioned above please contact Tom Fitzpatrick on
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