As a Call Center Head, your role is to oversee and manage the operations of a call center, ensuring that it runs smoothly and efficiently. You are responsible for leading a team of call center agents and supervisors to deliver excellent customer service, meet performance targets, and achieve organizational goals. Call Center Head
Job Highlights
- Company Name: Provident real estate
- Job Role: Customer Service and Call Center
Responsibilities
- Team Management: Hire, train, and supervise call center staff, including agents and supervisors. Set performance expectations, conduct performance evaluations, and provide coaching and feedback to enhance their skills and productivity.
- Call Center Operations: Oversee day-to-day operations of the call center, including monitoring call queues, managing call routing systems, and ensuring adequate staffing levels to meet service level agreements (SLAs) and key performance indicators (KPIs).
- Customer Service: Ensure that customers receive high-quality service and support. Implement customer service standards and monitor call center metrics to identify areas for improvement. Address customer complaints or escalations effectively and ensure their timely resolution.
- Performance Monitoring and Reporting: Track and analyze call centers’ performance metrics, such as average handling time, call abandonment rate, first call resolution, and customer satisfaction scores. Identify trends, patterns, and areas for improvement. Prepare and present reports to senior management.
- Process Improvement: Continuously review and improve call center processes, procedures, and workflows to enhance efficiency and customer satisfaction. Identify opportunities to streamline operations, automate tasks, or implement new technologies to improve performance.
- Technology and Systems: Stay updated with the latest call center technologies, tools, and systems. Evaluate and implement new technologies or software solutions that can enhance call center operations, improve customer experience, and increase efficiency.
Skills
- Strong leadership and management abilities
- Excellent communication and interpersonal skills
- Deep understanding of call center operations and customer service principles
- Ability to motivate and inspire a team
- Analytical and problem-solving skills
- Proficiency in call center technologies and software
- Knowledge of call center metrics and performance tracking
- Experience in process improvement and optimizing workflows
- Strong customer focus and commitment to delivering exceptional service
Qualification
- Bachelor Degree
- Experience as a Call Center Manager
Job Details
| Job Location | Dubai, United Arab Emirates |
| Company Industry | Real Estate; Call Centers & Customer Care Outsourcing |
| Company Type | Employer (Private Sector) |
| Job Role | Customer Service and Call Center |
| Employment Type | Full-Time Employee |
| Monthly Salary Range | Unspecified |
| Number of Vacancies | 1 |
Preferred Candidate
Residence Location: United Arab Emirates.
| For Update | TodayAims.com |
| For Apply | Apply Here |