Melodica is the UAE's top-rated music and dance school, with multiple branches across the country. We pride ourselves on providing top-tier customer experience and nurturing a supportive team environment.
Key Responsibilities:
Bring experience managing large teams and apply those best practices to Melodica's evolving call center.
Monitor call metrics (inbound/outbound volumes, conversion rates, handling time, etc.) and generate performance reports.
Set daily and weekly targets and ensure they are consistently achieved.
Provide coaching, feedback, and performance evaluations for team members.
Work closely with Sales, Marketing, and Operations teams to align call center goals with company objectives.
Handle escalated customer complaints with professionalism and resolution-oriented strategies.
Drive continuous improvement in customer service quality, lead conversion, and productivity.
Oversee scheduling, shift planning, and workforce management.
Implement CRM and telephony tools effectively for better customer interactions.
Requirements:
Bachelor's degree in Business, Management, or a related field.
Minimum
5 years of experience in call center management
Excellent leadership and people management skills.
Strong knowledge of KPIs, CRM systems, and call center technologies.
Exceptional communication, problem-solving, and multitasking abilities.
Experience in
customer service and sales-driven environments
is a must.
Job Type: Full-time
Pay: Up to AED5,000.00 per month
Application Question(s):
How many years of experience do you have managing call center agents?
What is the maximum number of employees you have managed as a team head?
What is your current salary?
* What is your notice period?
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