Call Center Manager

Bitech Middle East

Ras-Al-Khaimah, UAE

Ref: QP052-23

Job description / Role

Employment: Full Time

- Manage the performance of the agents by setting performance objectives, reviewing employee’s performance against set objective periodically. Rewarding employees for successful achievement of goals. Responsible for leave management.
- Identify team’ knowledge and skill gaps and work with the learning and development team to develop their capabilities.
- Provide coaching, feedback and assistance to the team
- Manage the team’s activities to ensure overall performance.
- Identify proactively opportunities to improve the team’s performance and create action plans that drive results.
- Contribute to the implementation and administration of the process and procedures.

Requirements

- Maintain relations with the stakeholders and update progress on agreed SLAs periodically.
- Drive process improvement initiatives and projects
- Identify potential attrites through early warning signal and adopt retention measures to retain key talent
- Ensure the Operating Model is applied in the team’s daily activity.
- Ensure employees concerns are addressed and E-Sat targets are met.
- Analyse complaints’ root causes and trends and provide insight and recommendations for improvement.
- Work cross-functionally to identify obstacles to quality and streamline processes wherever possible.

Candidate should be a UAE National.