Super Bytes is seeking a highly motivated and experienced
Call Center Manager to join our growing team in
Dubai, United Arab Emirates. This is a
full-time position offering a competitive salary ranging from
4000 AED to
6000 AED. As Call Center Manager, you will be responsible for overseeing the daily operations of our call center, ensuring high-quality customer service, and driving team performance to meet key business objectives. You will lead and motivate a team of customer service representatives, implement best practices, and contribute to a positive and productive work environment.
Responsibilities
- Manage and oversee the daily operations of the call center, ensuring adherence to company policies and procedures.
- Lead, motivate, and coach a team of customer service representatives to achieve performance targets and deliver exceptional customer service.
- Monitor call quality, provide feedback, and implement training programmes to enhance agent skills and knowledge.
- Develop and implement strategies to improve customer satisfaction, reduce call handling times, and optimise call center efficiency.
- Analyse call center data, identify trends, and recommend solutions to improve processes and performance.
- Prepare reports and presentations on call center performance metrics for management review.
- Handle escalated customer inquiries and complaints, providing timely and effective resolutions.
- Ensure adherence to service level agreements and key performance indicators.
- Stay up-to-date on industry best practices and implement innovative solutions to enhance call center operations.
- Contribute to a positive and supportive work environment that fosters teamwork and employee engagement.
Qualifications
- Proven experience in a call center management role, preferably within a similar industry.
- Strong leadership, communication, and interpersonal skills with the ability to motivate and inspire a team.
- Excellent customer service skills and a commitment to providing a positive customer experience.
- Proficiency in call center technologies and software applications.
- Strong analytical and problem-solving skills with the ability to identify areas for improvement and implement effective solutions.
- Excellent organisational and time management skills.
- Ability to work under pressure and handle multiple priorities effectively.
- Bachelor's degree in a related field is preferred.
