Job Description

Key performance area 1: Business Performance

Main objectives of the position:

To successfully set up and manage call centre team ensuring team spirit at all times. Responsible for monitoring, coaching, team developing and overall general management/operations of the company call centre.

Detailed responsibilities:

Complete set up of call centre (inbound/outbound) - including recruitment of required staff. Motivate and reward call centre team and assist with queries. Provide continuous update and training for call centre team on all tasks handled. Develop training material in cooperation with Project Manager. Quality control on call centre processes. Train new staff on existing tasks, call centre software, telephone techniques and customer service. Monitor call centre team on various criteria (attitude, behaviour, punctuality, productivity) as a basis for evaluation and quality control. Make sure that CCA are productive during the working hours. Provide call centre statistical reports when required by department heads. Interview and make recommendations for open positions in the call center Deliver presentations and reports to senior management Ensure call center procedures are followed correctly. Analysis of call volume on continuous basis. Keep manager informed of call volume changes. Make recommendations if more staff is required or if change of process will assist in meeting target Ensure calls are answered in a timely manner. Work closely with management to achieve team and department goals. Assist in fine-tuning and implementation of Policies and Procedures. To make sound decisions with minimal guidance. Prioritize functions to ensure all processes are completed. Develop annual evaluation form in cooperation with Project Manager Develop quality control template

Key performance area 2: Customers Focus

Ensure highest degree of customer satisfaction and retention at all times. Handling customer complaints and ensure corrective action has been taken. Focus on quality of customer service & regular follow up. Communicate professionally with customers at all time before, during & after the sale. Drive the department's business through superior customer service and providing updated product information. Develop and maintain customers relations and ensure customer business growth. Maintains and develops existing and new customers through appropriate propositions and ethical sales methods, and relevant internal liaison, to optimize quality of service, business growth, and customer satisfaction.

Key performance area 3: People Development and Teamwork

Support overall objectives of the department. Encourage & maintain a high level of team sprit within the department. Liaise with Sales/Parts/Finance/New car Sales department Should be team orientated, working as a team member assisting and supporting their colleagues and other departments in achieving a shared vision. Communicates ideas and plans with clarity and purpose driven by company values and the Division's vision. Seeks, appreciates, assists, and participates significantly in unit specific projects or cross Divisional ones. Share responsibility for achieving customer growth and divisional targets. Attend, participate and contribute at team meetings.

Key performance area 4: Quality

Manage personal time schedule and productivity. Maintain the highest levels of BUDGET RENT A CAR product knowledge & competitive products, personal development& integrity, quality standards and business ethics. Takes the initiative, suggests and develop plans to explore and create new relations, contacts, and opportunities to improve market penetration into existing and new markets.
Job Types: Full-time, Permanent

Pay: AED10,000.00 - AED11,000.00 per month

Application Question(s):

I am offering a package of AED 10000 for this role. Do you accept? Please provide a short list of areas in which you have expertise. size of the team you managed?
Experience:

CX: 2 years (Required)
Location:

Dubai (Required)
Expected Start Date: 01/05/2025