Call Center Manager - Super Bytes

Giga Energy; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company in the UAE is seeking a highly motivated Call Center Manager for their Dubai operations. The role includes overseeing call center operations and ensuring exceptional customer service. Ideal candidates will have management experience and strong leadership skills.

Qualifications

• Proven experience in a call center management role.
• Strong leadership and communication skills.
• Ability to work under pressure and handle multiple priorities.

Responsibilities

• Manage daily operations of the call center.
• Lead and motivate customer service representatives.
• Analyse call center data and recommend improvements.

Skills

Leadership

Communication

Analytical skills

Problem-solving

Customer service

Organisational skills

Education

Bachelor's degree in a related field

Tools

Call center technologies

Job description

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.