Director / Call Center Operations - High Value Customers

Etisalat - UAE

Ajman, UAE

Ref: HP440-322

Job description / Role

Employment: Full Time

Principal Functions (Major Areas of Responsibility):
Manage & oversee all activities of the Prestige and Emirati Segments’ section to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. Actively contributes to the overall company operational targets as well as the daily business decisions for the different kinds of activities of the Prestige and Emirati segments’ customers

Duties & Responsibilities:
• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for making customer experience at best
• Deliver results against a defined scope of work that includes performance reporting, that exceeds customers’ expectations
• Maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center
• Manages interfaces with other Customer Care head of sections to ensure immediate action on customer complaints / inquiries
• Contributes in the implementation of the overall Marketing strategy by providing best-in-class response to customer inquiries and by taking advantage of the Customer Care as additional sales channel
• Manages the implementation of quality standards and practices for Customer Care and ensures compliance with corporate standards, procedures and guidelines.
• Identify resources and help to develop skilled resources that are able to produce high quality service.
• Oversees planning, prioritization and assignment of targets and tasks to the entire Prestige and Gold section.

Requirements

Education:
• Bachelor’s Degree in Marketing / Business Administration / Engineering / IT or relevant Diploma Holder

Experience:
• 6-8 years of experience in Customer Care/Contact Center/Customer Experience
• Good Communication Skills

About the Company

Etisalat has been the telecommunications service provider in the UAE since 1976, and has built up a modern telecom infrastructure and established itself as an innovative and reliable operator.

Etisalat stands 140th among the Financial Times Top 500 Corporations in the world in terms of market capitalization, and is ranked by The Middle East magazine as the 6th largest company in the Middle East in terms of capitalization and revenues. The Corporation is the largest contributor outside the oil sector to development programmes of the UAE Federal Government, and is an award-winning socially responsible corporation. Etisalat has also won accolades from across the region for its nationalization programme.

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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