Contact / Call Centre Manager

Job description / Role

Our client in Kuwait are looking for a Contact/ Call Centre Manager to run a team of 150 agents.

- You will oversee all operations of the contact center and provide strategic plans for continuous business development as well as management, team member development and performance growth to optimize department profits. You will also ensure optimum customer service levels in terms of selling, GCA, and guest satisfaction.
- Manage all resources by implementing best practice, policies and procedures within the contact center and lead the contact center team to achieve individual, contact center and network commercial objectives.
- Manage performance of multiple call centers (Inbound / Outbound) to develop professional centers of excellence.
- Designs the strategy for Superior Service delivery, as well as the scope & definition of the desired customer experience over the phone to wow the customer.
- Manage call center projects and coordinating with internal departments and external vendors.
- Prepares and administers division budget; prepares cost estimates for budget recommendations; submits justifications for budget items; monitors and controls expenditures.
- Implements incentive programs for staff to ensure positive, motivated, team and improved results.
- Manage e-business support team to handle all customers' inquiries, & transactions through online service.
- Drive the sale of all promotion happening in the brands through suggestive selling and excellent tele-marketing skills of operators.
- Continue with emphasis on existing security arrangements to ensure confidentiality of the business.

Requirements

- 10 years experience in a contact center and customer service Arena.
- Proven track record.
- Project Management skills.
- Customer Focused and positive attitude to make new and maintain existing customer relations.
- Quality and result oriented person for business delivering.
- Bilingual with high computer literacy & typing skills.
- Excellent Foods product and service knowledge.
- Excellent communication and presentation skills.

About the Company

Mackenzie Jones Middle East has decades of recruitment expertise in various industry sectors. Along with a deep understanding of key market sectors and regions, we never forget to treat clients, companies and candidates as individuals who have unique needs.

So we always listen, constantly learn, occasionally challenge and frequently advise. Its all part of a service renowned for its courtesy, consideration and dedication. Based in Dubai since 2006, our office covers the GCC and Levant countries and with the right regional expertise, we are the leading specialists.

Were growing rapidly because people appreciate our honesty, commitment and results.