Call Center Manager
Abu Dhabi, AZ, AE, United Arab Emirates
Job Description
1. Team Management & Leadership
Supervise, train, and mentor call center agents and team leads. Conduct performance evaluations and provide constructive feedback. Create and implement training programs to improve agent efficiency. Foster a positive work environment and ensure team motivation.
2. Operations & Performance Management
Monitor call center performance, including key metrics (e.g., response times, resolution rates, customer satisfaction). Optimize call center processes to improve efficiency and reduce costs. Ensure agents adhere to scripts, policies, and compliance guidelines. Handle escalated customer issues and complaints.
3. Strategy & Process Improvement
Develop strategies to improve customer service quality and efficiency. Implement new technologies or software to enhance operations. Analyze customer feedback and call center data to drive improvements. Set goals and KPIs to measure and improve team performance.
4. Reporting & Compliance
Generate and analyze reports on call center performance. Ensure compliance with company policies and industry regulations. Maintain accurate records of customer interactions and transactions.
5. Customer Satisfaction & Quality Assurance
Monitor customer interactions for quality assurance and training purposes. Develop initiatives to enhance customer satisfaction and loyalty. Address customer concerns and implement solutions for improvement.
Job Type: Full-time
Pay: AED5,000.00 - AED10,000.00 per month
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Job Detail
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Job IdJD1858911
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:79427.0 100572.0 USD
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Employment StatusPermanent
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Job LocationAbu Dhabi, AZ, AE, United Arab Emirates
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EducationNot mentioned