Call Center Manager

Job description / Role

My client is the leading perfume maker in the UAE. They are now seeking to recruit a Call Center Manager for their branch in Beirut.

Responsibilities:
- Develop objectives for the call center's day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources
- Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses
- Hire, coach and provide training to personnel to maintain high customer service standards
- Monitor and improve ordering, telephone handling and other procedures
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for different departments or upper management

Requirements

Requirements:
- Proven experience as call center manager or similar position
- Experience in customer service is required
- Knowledge of performance evaluation and customer service metrics
- Solid understanding of reporting and budgeting procedures
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Proficient in MS Office and call center equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Positive and patient
- High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
- Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

About the Company

Founded early 2011 taking Recruitment & Executive Search to the next level. RecruitMe is a Talent Acquisition & HR consulting firm who provides recruitment management services, actual recruitment, executive search, talent development services and Human Resources Management Systems solutions and services.

On the technical side we are leaders in this sector guaranteeing international standards for recruitment and executive search which allowed us to successfully completing recruitment projects to 150 happy clients in more than 15 industries across 16 countries in the Middle East and Africa regions bringing on board international professionals from 22 different nationalities.

What is more important to you is our partnership approach where we value being the ‘first impression’ of your company therefore, we are keen to highlight your ‘Company Branding’ and endorsing you as an ‘Employer of Choice’ towards your future employees through maintaining a professional, integrity, confidentiality, and high responsiveness.