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Job description / Role
We are currently looking for a Call Center Manager with 2-5 years of experience in Call Center Management. The ideal candidate will have a real estate background, bilingual (Arabic & English), dedicated and proficient in CRM systems.
Main job Description (but not limited to):
• Hiring, training, coaching, and leading call center representatives as they provide support for customers.
• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
• Assisting other management team members in identifying trends and establishing call center goals.
• 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.
• Taking on other tasks or projects to support employees, other managers, and call center operations
Requirements
• Technical proficient in relevant computer applications/ CRM Systems.
• Required language proficiency Arabic / English.
• Knowledge of customer service principles and practices.
• Knowledge of call center telephony and technology.
• Experience in a call center or customer service environment.
• Good data entry and typing skills.
• Knowledge of administration and clerical processes.
• Verbal and written communication skills.
• Listening skills.
• Problem analysis and problem solving.
• Customer service orientation.
• Organizational skills.
About the Company
A leading company in Sharjah.