Call Center Manager - Super Bytes

Qureos Inc; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading company is seeking a Call Center Manager in Dubai to oversee operations and ensure high-quality customer service. This full-time position will focus on driving team performance and improving customer satisfaction through best practices and innovative solutions.

Qualifications

• Proven experience in a call center management role.
• Strong leadership and interpersonal skills.
• Excellent organisational and time management skills.

Responsibilities

• Oversee daily operations of the call center to ensure adherence to policies.
• Lead and motivate a team of customer service representatives.
• Monitor call quality and implement training programs.

Skills

Leadership

Communication

Problem-Solving

Customer Service

Analytical 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.
* Bachelors degree in a related field is preferred.