Job Description

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.