Ref: OP618-33

Job description / Role

Employment: Full Time

• Ensure complete understanding of the operations and KPIs
• Ensure all SLAs & performance targets agreed with stakeholders are met
• Manage employees to exceed expectations and recognize and reward the delivery of service excellence
• Implement ways to continuously improve service delivery and exceed stakeholder’s expectations
• Coach and develop front-line agents on performance metrics and professional behaviours
• Ensure smooth performance of the team
• Manage employees and the business to build trust and credibility with the stakeholders and demonstrate commitment to them
• Create and manage a team that works collaboratively to achieve performance expectations
• Create opportunities for the team, cross functional and group working to achieve business results
• Support the training team to identify opportunity and help deliver the same in a timely manner
• Ensure achievement of NPS & CSAT scores assigned to the centre
• Participate in regular end-client interactions & maintain active communication with them
• Maintain professional and consistent communication with the clients (internal & external)
• Understand client expectations and guide team to achieve them
• Work as a liaison point between the client and the Service Provider in achieving program goals
• Ensure all reports are sent on time with 100% accuracy
• Personal and professional growth through training and opportunities to take on new responsibilities
• Improve knowledge and understanding of how the business and the teams function
• Creativity and approaching situations with a “can do” attitude Finding resolution and taking the lead in difficult situations

Requirements

• Candidate with 5 – 7 years of experience in Contact Centre Domains
• Fluent Arabic and English speaker with pleasant and interactive personality
• Previous experience in managing a team
• Experience in determining call centre operations strategy
• Expert in collecting, analyzing, and summarizing data and trends
• Experience in liaison with other teams within the organization
• Willing to relocate to Al Ain
• Willingness to travel within UAE on job-related activities

About the Company

As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers, across industries from financial services to health care, achieve greater agility through transformed and automated customer experiences for over 30 years. Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning 19 countries around the world.

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Call Center Agent salaries in UAE

Average monthly compensation
AED 4,500

Breakdown available for industries, cities and years of experience