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Call center Manager?s job brings with the position, a plethora full of challenges that require a comprehensive understanding of the basic customer service skills. A call center manager manages and directs all aspectual inbound call center operations. They also help in implementing and reviewing call center procedures and policies.  Their end goal is to serve the customers well by delivering a high standard, efficient customer service and to represent the organization in the possible best way.

Duties and Responsibilities

• Managing, supervising, and coordinating the activities of call center professionals in providing telephone customer related services.
• Liaising with team leaders, supervisors, third parties, and operatives to collect the information and resolving issues.
• Planning and supervising changes and managing the daily operations of call centre.
• Monitoring random inbound calls to improve the quality, minimizing errors and tracking operative performance.
• Setting up and meeting performance goals and targets for speed, sales, efficiency, and quality.
• Maintaining current knowledge of industry new developments, productions, and involvement in network communication.
• Recording statistics, performance levels and user rates of the call centre and preparing the reports.
• Planning and developing employee recruitment, including posting vacancy ads and liaising with other departments for proceedings.
• Motivating, coaching, and retaining staff as well as coordinating reward, bonus, and incentive schemes.
• Handling the most complicated customer inquiries or complaints.
• Forecasting and analyzing information against budget statistics on a weekly or monthly basis.

• Reviewing the staff?s performance, determining training needs and scheduling training sessions.

Skills and Specifications

• Excellent problem-solving and communication skills.
• Solid customer focus and should be able to operate well in teams.
• Good telephone manner.
• Ability to develop and motivate staff.
• Great confidence and an excellent business sense.

• Should be able to set, satisfy, and exceed targets.

Education and Qualifications

• Degree in Consumer studies, Business studies, or Management studies related field from an accredited institution.

• Experience in call center management related activities.

Languages: English is mandatory + Arabic language or Indian Language (Hindi/Urdu)
Contact: Email your CV at job@contact-center-dubai.com
Starts: August 2010
Job location: Dubai, UAE

• Published at: 09-08-2010