Call Center Manager - Super Bytes

Qureos

  • دبي
  • 6,000-4,000 درهم شهرياً
  • دائم
  • دوام كامل
  • قبل 2 أشهر
Super Bytes is seeking a highly motivated and experienced Call Center Manager to join our growing team in Dubai, United Arab Emirates. This is a full-time position offering a competitive salary ranging from 4000 AED to 6000 AED. As Call Center Manager, you will be responsible for overseeing the daily operations of our call center, ensuring high-quality customer service, and driving team performance to meet key business objectives. You will lead and motivate a team of customer service representatives, implement best practices, and contribute to a positive and productive work environment.Responsibilities:
  • Manage and oversee the daily operations of the call center, ensuring adherence to company policies and procedures.
  • Lead, motivate, and coach a team of customer service representatives to achieve performance targets and deliver exceptional customer service.
  • Monitor call quality, provide feedback, and implement training programmes to enhance agent skills and knowledge.
  • Develop and implement strategies to improve customer satisfaction, reduce call handling times, and optimise call center efficiency.
  • Analyse call center data, identify trends, and recommend solutions to improve processes and performance.
  • Prepare reports and presentations on call center performance metrics for management review.
  • Handle escalated customer inquiries and complaints, providing timely and effective resolutions.
  • Ensure adherence to service level agreements and key performance indicators.
  • Stay up-to-date on industry best practices and implement innovative solutions to enhance call center operations.
  • Contribute to a positive and supportive work environment that fosters teamwork and employee engagement.
Qualifications:
  • Proven experience in a call center management role, preferably within a similar industry.
  • Strong leadership, communication, and interpersonal skills with the ability to motivate and inspire a team.
  • Excellent customer service skills and a commitment to providing a positive customer experience.
  • Proficiency in call center technologies and software applications.
  • Strong analytical and problem-solving skills with the ability to identify areas for improvement and implement effective solutions.
  • Excellent organisational and time management skills.
  • Ability to work under pressure and handle multiple priorities effectively.
  • Bachelor's degree in a related field is preferred.

Qureos