Contact Centre Manager

5 - 9 Years    Abu Dhabi, United Arab Emirates

Job Description

The Contact Centre Manager is responsible for the provision of reliable customer service in support of clients payer relations & Business development effortsAn ideal candidate will deploy sound strategies through offering unique personalized customer relationship to callers (such as Insurance Beneficiaries & VIP clients)

Job Responsibilities

Design the Contact Centre operational strategies by conducting needs assessments, performance reviews, capacity planning and costbenefit analyses; heshe establishes productivity, quality, and customer-service standards for the Contact Centre; Drawing on previous experience, he she will embrace best practices through ensuring customer service is timely and accurate; develop the quality of customer interaction, call script, voice response systems and take part in designing user interfacesSet departmental goals (sound service level benchmarks) and monitor the quality of Contact Centre agents and call handling Track and deploy emerging positive trends in Contact Centre operations within insurance industry; benchmarking state-of-the-art practices & our contractual commitmentsPrepare annual budget and periodic Contact Centre performance reports Provide customer feedback to the appropriate internal teams as per the complaints management procedure Recommend and advise if any cross-functional training is required to enhance clients experience across the board Identify the areas of improvement of customer service procedures and principles Provide extensive training to subordinates of each team to ensure a proper customer service satisfaction Recruiting, select, orient, train, assign, coach, counsel and discipline employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures while ensuring the code of conduct and UAE labor law is strictly applied Provide leadership by projecting a positive attitude and developing motivational strategiesSeek service suppliers; evaluate and implement upgrades, whenever requiredPerforms other duties and responsibilities
Qualifications required

 University degree in any discipline from a reputable university  5+ years of Contact Centre management experience gained within a busy client-centric and results-driven environment such as Contact Centre of Banking or Insurance sectors  Capable of planning and implementing new technology projects  Excellent communication and interpersonal skills, preferably in Arabic and English Customer-oriented with sound problem solvingdecision-making abilities  Tactful and discrete while handling clients confidential information Develops and implements operational excellence techniques  Efficient and cost-conscious  Able to develop and motivate large employee base, specifically on managing pressure

Skills Required

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Job Detail

  • Job Id
  • Industry
    Not mentioned
  • Total Positions
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
  • Job Location
    Abu Dhabi, United Arab Emirates
  • Education
    Not mentioned
  • Experience
    5 - 9 Years Years