Call Center Manager

Big Fish Recruitment

Abu Dhabi, UAE

Posted
Ref: RP281-347

Job description / Role

Employment: Full Time

Job Summary:
• Call Center Manager is managing the team to provide excellent customer service to clients.
• The Call Center Manager will assist in establishing call center objectives, process, and enhancement roadmap by troubleshooting and analyzing call center data to focus on improving performance and processes.

Duties:
• Lead the Call Center Function and agents to ensure optimal performance and superior customer service.
• Provides leadership, guidance, and support to the Customer Support Specialists.
• Ensure SLAs and KPIs are met for Call Center and CSC specialists, that includes performance reviews, attendance, abandonment rate, inbound & outbound calls, emails, PPM Scheduling, and reporting, etc.
• Provides personalized customer service of the highest level and ensures full customer satisfaction by resolving issues expeditiously.
• Handles escalated calls, complaints, questions, and queries as necessary.

Requirements

Qualifications:
• Bachelor Degree
• 8+ years’ experience in call center experience

Experience and Skills:
• Comprehensive Call Center knowledge
• Outstanding Customer care and service skills
• Exceptional organizational and time management skills
• Good analytical skills and logical reasoning
• Experience in managing staff and providing motivation to achieve excellent results
• Ability to meet tight deadlines

About the Company

Service

Our aim is to provide our clients and candidates with a consistent, quality service that goes beyond the norm, giving them peace of mind and complete trust in our ability to meet their needs.

Knowledge

Big Fish consultants specialise in their fields and have extensive experience in the region and beyond. We take pride in our knowledge and network and believe that our relationships are built on trust and integrity and are made for the long term.

Care

At Big Fish, as well as caring for the people we work with, we also care about the world and environment we live in, that's why Big Fish support initiatives that promote human welfare, environmental protection and sustainability.

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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