Call Centre Manager - Dubai

Your Ad Here

One of Dubai's newest and most exciting developer who is yet to lanuch its masterplan for potentially the biggest project the Middle East has ever seen is looking for a Call center Manager.

The Call center manager is responsible to oversee day to day service requirements of the customers by ensuring the requests/complaints are handled in accordance with agreed service levels. He/she should represent the company as the most customer friendly organization by providing excellent customer service at all time. The person will be responsible for ensuring that individual and department service goals are met.

Responsibilities:

1. Interview, recruit and train new call center representative.
2. Plan, organize and direct call center activities including interaction management, leads management, complaint management and sales forecasting.
3. Telephone system implementation and familiarity with CTI, IVR and RDBMS.
4. Ensures service goals are met and exceeded by each member of the team.
5. Develop, test and implement uniform scripts.
6. Monitor customer calls to ensure high quality and productivity of CCR and provide performance feedback.
7. Monitor calls volume, routing and representatives handling the calls and exercise multi-tasking skills when volume exceeds expectations.
8. Develop new customer contact strategies, outbound program, generate leads and follow ups.
9. Maintain daily, weekly and monthly reporting on leads, complaints and key performance indicators.


Skills:
Qualifications:

1. He/she should preferably an MBA with at least 5 years of call center experience in management role.
2. Exceptional inter-personal, communication and analytical skills.
3. Ability to handle, lead and develop a multi-cultural team with high volume environment.
4. Demonstrated experience and success in a customer focuses competitive environment.
5. Excellent experience with call center technologies and interpreting calls statics.
6. Familiarity with major MIS systems and Microsoft office software.
7. Knowledge of Arabic is a must.


APPLY HERE