Call Center Manager
NEW
REF 1697017
25 hours ago | Ajman | full time
- General
- Location: Ajman
- Occupancy: full time
- Description
- We are looking for a skilled call center manager who can lead our representatives to better performance and improve service quality. The call center manager will assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.
To be a successful call center manager, you should be focused on improving your team of representatives and call center practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor.
Call Center Manager Responsibilities:
-Hiring, training, coaching, and leading call center representatives as they provide support for customers.
-Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.
-Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
-Assisting other management team members in identifying trends and establishing call center goals.
-Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Requirements
- Experience: 1 - 3 years
- Bachelor Degree required
- Good English required
- UAE driving license is an advantage
- Provisions
- Salary: to be discussed
- Medical insurance
- Publisher
- recruitment agency
- more than 200 employees