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Call Centre Manager

RTC-1 Employment Services

Dubai, UAE

Ref: QP275-913

Job description / Role

Employment: Full Time

• Manage the call center activities in all store’s coordination with delivery / operation manager
• Lead all communication with Aggregators regarding (Campaigns, offers, Menu changes, Customer issues)
• Support all the Call center staff when needed in their daily duties (Taking calls, punching orders, Resolve customer complaints and escalations)
• Review Customer reviews through social media and aggregators platform and resolve it
• Continuous coaching for call center staff to enhance their skills and knowledge, keep them updated with all changes related to the knowledge and operations
• Provide the management with daily reports showing yearly transactions progression (Year Vs Year)
• Implement new processes in the Call center to enhance the level of service
• Monitor & supervise the implementation of the call center plans in coordination with operation manager, to maintain the highest standard of performance and products

Requirements

• 38 years old and below
• Bachelor’s Degree in Business Administration or any related course
• Minimum 1 year of work experience in managing F&B Call Centre
• Advanced proficiency in developing relevant KPIs and conducting analysis based on learned metrics
• Able to multi-task and can work under pressure
• Able to demonstrate strong leadership and interpersonal skills
• Excellent communicator (written and verbal)
• Candidates who can start immediately will be prioritized

About the Company

RTC-1 Employment Services is a licensed recruitment firm based in Dubai, UAE. Our team has been in the market since 2004 and we are supporting various industries with their staffing needs across the Middle East and Africa.

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