Job Description

Key Responsibilities:Leadership & Strategy

Develop and implement the overall

call center strategy

to meet company objectives in sales, service quality, and customer retention. Lead, mentor, and motivate call center supervisors, quality analysts, trainers, and agents to achieve performance targets. Establish KPIs and monitor daily, weekly, and monthly performance metrics. Drive a culture of accountability, teamwork, and continuous improvement.

Operations Management

Oversee daily call center operations to ensure smooth workflow, effective scheduling, and optimal resource utilization. Ensure compliance with company policies, scripts, and service standards. Implement and monitor processes for call quality, productivity, and performance optimization. Handle escalations and complex customer issues, ensuring timely resolution.

Sales & Performance

Set and monitor sales targets for telesales teams. Identify opportunities to improve conversion rates and customer engagement. Develop performance incentives and recognition programs to drive results.

Training & Quality Assurance

Coordinate with the training and QA teams to ensure consistent product knowledge, call handling standards, and customer satisfaction. Review and analyze call recordings and reports to identify areas for improvement. Implement corrective actions and coaching programs to enhance performance.

Reporting & Analysis

Analyze operational data and prepare management reports on performance, customer feedback, and trends. Use insights to drive strategic decisions and process improvements. Manage call center budgets and operational costs efficiently.
Job Type: Full-time

Pay: AED7,000.00 - AED10,000.00 per month

Education:

Bachelor's (Preferred)
Experience:

Sales: 4 years (Required) Customer Service: 4 years (Required) * Contact Center Head: 2 years (Required)