Call Centre Manager

Call 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

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