Contact Centre Manager
Ajman, United Arab Emirates
Job Description
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Position: Contact Center Manager
Location: Ajman
Brief:
A BPO (Business Process Outsourcing) Contact Center Manager is responsible for overseeing the day-to-day operations of client projects in a BPO environment. The Contact Center Manager manages a team of managers and ensures that service level agreements are met or exceeded.
Key Responsibilities:
Qualifications:
Location: Ajman
Brief:
A BPO (Business Process Outsourcing) Contact Center Manager is responsible for overseeing the day-to-day operations of client projects in a BPO environment. The Contact Center Manager manages a team of managers and ensures that service level agreements are met or exceeded.
Key Responsibilities:
- Manage a team of managers and ensure that they are meeting project targets and deliverables.
- Monitor team performance and provide coaching and feedback to improve results.
- Ensure compliance with client requirements, policies, and procedures.
- Identify process improvements and recommend solutions to enhance efficiency and effectiveness.
- Collaborate with other departments to develop and implement new processes, procedures, and systems to improve service delivery.
- Prepare and analyze reports on operational performance and recommend and implement improvements where necessary.
- Maintain open communication with clients, stakeholders, and team members to ensure project success.
Qualifications:
- Bachelor\'s degree in business, Operations Management or related field.
- Minimum of 7-10 years of experience in a similar role, with at least 5 years in a BPO environment.
- Proven track record of managing successful BPO projects and delivering results.
- Strong leadership and people management skills with the ability to motivate and inspire teams.
- Excellent communication and interpersonal skills with the ability to build strong relationships with clients and stakeholders.
- Solid understanding of BPO industry trends and best practices.
- Proficient in Microsoft Office and project management tools.
- Good command in both languages Arabic & English is a MUST.
- Six Sigma, Lean and COPC certifications is a plus.
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Job Detail
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Job IdJD1640358
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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:Not mentioned
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Employment StatusPermanent
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Job LocationAjman, United Arab Emirates
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EducationNot mentioned