Call Center Supervisor - UAE National

DarkMatter

UAE

Ref: RP962-11

Job description / Role

Employment: Full Time

- Select and structure teams within the contact center.
- Identify individual skillsets and segment teams accordingly
- Set team roster, including rotations and shifts for all floor staff in the contact center
- Directly manage teams in the contact center at the operational level
- Maintain an enjoyable, safe and effective working environment for all staff
- Report potential issues and areas for improvement to management and facilitate solutions
- Keep up with trends and happenings in the industry and ensuring adherence to industry standards
- Organize contact center's service portfolio and on-board new services / phase out deprecated services.
- Review and maintain FAQs, architecture documents, etc. submitted by product and engineering teams
- Lead the creation of training material for contact center
- Lead the maintenance of processes pertaining to service lifecycle updates
- Deliver on-the-job training to all floor staff
- Monitor a large sample of customer calls / chats and seek improvement opportunities
- Identify trends and potential issues from customer calls
- Perform quality checks on cases logged by relationship managers
- Segment calls and explore call handling improvement
- Engage with account managers and review performance and targets for each customer on a quarterly basis

Requirements

- Bachelor's degree or higher
- Schedule / Workforce Management -related certificates
- Training and Coaching -related certificates preferred
- Six Sigma and PMP certifications are a plus

Professional Skills
- Minimum 6 years of experience in call center / helpdesk, including team leadership and performance management responsibilities
- Demonstrated successful track record in setting up call center / helpdesk operations including team structure, skillset division, and team management
- Strong understanding of IT and mobile telecommunications; preferred experience in a call center within the fields of electronics, IT services or telecom services
- Process management experience, including process documentation and maintenance
- Performance management, including objective setting, KPI definition, tracking and reporting
- Solid understanding of mentoring and training, including on-the-job coaching
- Strong leadership and motivation skills - demonstrated ability to inspire and to use the right incentives at the right time
- Multi-tasking abilities in a high-pressure environment

About the Company

DarkMatter is transforming the cyber security landscape. Headquartered in the UAE and operating globally, we're the region's first and only fully integrated digital defence and cyber security consultancy and implementation firm. Our elite team of global experts deliver advanced, next-generation solutions to governments and enterprises across the cyber security spectrum.

We help clients simplify the enormous complexity of today's ever-evolving cyber threats. Our vision is to protect the future by securing its technologies. Innovation and Research are cornerstones to our development and the activities in these areas underpin our entire range of offerings, including Secure Communications, Public Key Infrastructure and Big Data & Analytics products.

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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