Call Center Manager Required in Dubai - Dubai

Call Center Manager Required in Dubai

Overall Customer Service

Manage the daily operation of the call centre to ensure exceptional service delivery standards are met and maintained in line with company defined objectives.
Ensuring customer enquiries are actioned and resolved as per Customer Service guidelines in line with our aim of delivering an exceptional experience.
Take ownership of achieving a resolution for the most complex or escalated customer enquiries.
Liaise with marketing department regarding launch of new products/services and manage the impact of new products and services on levels of customer service.

People Management

Recruit new team members based on our requirements.
Train, develop and lead team members so that they have the skills and knowledge to meet customer service and sales objectives.
Identify training and development needs and plan training sessions to ensure team members are able to achieve current role requirements.
Promote a feedback culture by coaching, motivating and retaining team members, undertaking regular one-on-one meetings, team meetings, training and coaching sessions for all team members, conducting regular performance appraisals and reviews, including management of incentive schemes and team member recognition.
Develop an internal succession plan and helps identify team members for advancement.
Work with team leaders and team members to clearly define their responsibilities and develop key performance indicators/goals to ensure effective and efficient operation of the contact centre.
Drive the company communication strategy throughout the call centre.

Systems Implementation

Create call allocation and agent skill groups, and planning and controlling their implementations.
Maintain and improve call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; managing system and process improvement and quality assurance programs.
Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
Maintains up-to-date technical knowledge of industry developments by tracking emerging trends in contact centre operations management, and involvement in networks.

Operations

Ensure customer bookings are correctly captured with accurate payment and invoicing.
Determine contact centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
Ensure that the appropriate level of resources are available to meet varying customer demand, through efficient rostering and staffing, including shift patterns, across the extended hours of operation.
Setting and meeting performance targets for speed, efficiency, sales and quality.
Prepare contact centre performance reports by collecting, analysing, and summarising data and trends, highlighting problem areas and identifying and implementing improvement actions.
Meets contact centre financial objectives by forecasting and analysing data against budget figures on a weekly and/or monthly basis, estimating requirements; scheduling expenditures; analysing variances and initiating corrective actions.
Liaise with team leaders, operational and sales team members to gather information and resolve issues.
Monitor random calls to improve quality, minimise errors and track team member performance.
Understand the regulatory, fair trading and competition rules relating to customer contact, ensuring team compliance.
Actively support company policy and best practice in the area of security, with particular emphasis of protection of sensitive customer information

Experience and Skills

Fluent in english and Arabic, both written and verbal

3+ years experience as a Contact or sales center Manager in GCC

Experience in the use of CRM systems

Sales and customer service focused

Driven by results

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https://ae.linkedin.com/jobs/view/call-center-manager-at-bounce-middle-east-3203547185?

Posted on : 3 years ago, #125203, 8 views

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