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Contact Center

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1 Vacancy
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Jobs by Experience drjobs

2 - 2 years

Job Location drjobs

Dubai - UAE

Monthly Salary drjobs

Not Disclosed

Nationality

Any Nationality

Gender

N/A

Vacancy

1 Vacancy

Job Description

Responsibilities:

• To be responsible for the recruitment, development, training, and management of all contact center teams and to ensure consistency of performance across all sites.
• To create a culture of great customer experience. To coach and train a team of over 100 service executives to deliver a world-class service.
• To manage the contact center performance and to achieve monthly, quarterly, and annual SLA targets.
• Ensure that the contact center headcount is consistently on budget.
• To create performance dashboards for agents, setup performance review forums and coaching plans.
• To ensure regular assessment of all teams on product, business rules, and care skills.
• To manage regular meetings with all contact center team leaders and coaches discussing figures, distributing tasks, putting development plans, and making sure it is executed effectively.
• Analyze call reasons and work on calls reduction by directing avoidable call reasons to other channels.
• Work closely with the trainers to deliver onboarding training for new joiners. Conduct regular assessment for existing teams and plan for training and development plans.

Employment Type

Full Time

Company Industry

Restaurants / Catering / Food Services

Department / Functional Area

Helpdesk / Customer Service / Telecalling

Key Skills

About Company

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