Jobs - Contact Center Dubai

Call Center Manager

2010-08-09 05:22:50

Location: Dubai, UAE
Description:

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

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Team Leader

2010-08-09 05:19:41

Location: Dubai, UAE
Description:
a Team Leader Call Center is a highly focused position to ensure a service-oriented and professional working environment by supervising the performance of team members and executing necessary actions for their motivation when required. Team leaders are knowledgeable of all reporting aspects, communications terminology and technology, and organizational procedures.

Duties and Responsibilities

Motivating and inspiring the team to surpass their potential.
Improving the team and facilitating the communication among the members of team.
Exceeding and meeting departmental objectives, including conversion targets, and lead generation.
Creating sense of ownership within the employees and resolving employee issues, if any.
Encouraging, supporting, and motivating actively one?s peer team.
Looking constantly for development as well as continuous improvement for the entire team.
Monitoring, organizing, and coaching team on a day-to-day basis.
Communicating the company?s purpose, core values, vision to the front employees.
Ensuring that the employees follow their schedules properly as designed.
Striving for new ways continually, to increase the opportunities of sales.
Handling escalated calls, complaints, questions, and queries as necessary.
Facilitating cross-functional communication within employees for improved working condition.
Creating a conducive work environment for all the call center?s employees.
Carrying out team meetings and actively participating in the monthly and weekly meetings.

Documenting general reports on each team member?s performance and targets as well as ensuring that they exceed the targets.

Skills and Specifications

Strong knowledge of customer care techniques and processes.
Exceptional analytical and listening skills.
Ability to operate well in a call center team environment.
Familiarity with several voice-logging systems and tools.
Keenness and flexibility to work extended hours.

Natural flair for coaching, motivating, and interacting with people.

Education and Qualifications

Bachelor?s degree in administration, commerce, management or any related field from an accredited institution.

Experience in call center 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

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Call Center Supervisor

2010-08-09 05:13:44

Location: Dubai, UAE
Description:

Call Center Supervisor?s job entails organizing and directing the daily activities concerned to the call center?s operation. The main responsibility of a call center supervisor is to manage, train, and guide call center agents to execute their tasks. By resolving problems and complaints, a supervisor supports the team. The supervisors monitor agents and calculate call center performance, and analyze reports. They prepare and develop schedules to control adequate staffing levels.

Duties and Specifications

Managing and directing the daily activities of call center agents and telephone operators.
Supervising, planning, and managing functions concerned to Call Center environment.
Carrying out supervision, call monitoring, coaching, training, disciplining, and reviewing all agents or operators.
Acting as an information source and answering operator or agents questions, assigning tasks, following up and giving instructions as needed.
Attending, following up and resolving customer complaints and questions.
Ensuring that the team members acquire the appropriate support and training to apply the best skills and knowledge on the job.
Carrying out performance measurement, monitoring, and evaluation of all agents and operators to improve the efficiency.
Compiling and maintaining lists of on-call and key schedules and personnel, and ensuring that the operators can use all lists as required.
Updating databases, organizing activities related to maintenance and repair of equipments, ordering supplies and materials.
Preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary.
Communicating solutions, successes, and opportunities to the Manager of customer service.

Practicing and ensuring compliance with that of all the organization?s policies and procedures.

Skills and Specifications

Ability to inspire and support people.
Good people and interpersonal skills to build effective relationships with all levels of professionals.
Ability to plan well and prioritize work.
Maintain calmness under tight pressure.

Good decision-making, IT, and communication skills.

Education and Qualifications

Bachelor?s degree or associate?s degree from an accredited institution.

Experience in call center service 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

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Call Center Operations Manager

2010-08-09 05:03:59

Location: Dubai, UAE
Description:

The job of an Operations Manager in a Call Center entails ensuring the execution of business plan in an efficient and profitable way. The operations manager determines long-range objectives and goals to meet business operation expectations. He is responsible for co-operating with the Call Center Manager and Senior Management. Operation managers facilitate in the implementation and evaluation of call center procedures and policies.

Duties and Responsibilities

Managing a team of call center representatives directly and directing their activities for the achievement of call center targets and goals.
Managing the overall performance analysis of existing lists and programs.
Developing and supervising a team of representatives and preparing their performance reports.
Developing new lead targeting schemes, and scripting for the optimization of existing programs.
Monitoring team performance to ensure that the call center goals are met and supporting call center quality and training efforts.
Measuring and demonstrating the group productivity as well as the individual?s reports related to customer outcomes.
Identifying and articulating reporting requirements, which includes targets, specific data, and anticipated outcomes.
Identifying, recommending and supporting the implementation of various programs for the improvement of call center processes.
Writing and conducting performance evaluations, making employment decisions, setting up performance goals and targets for assigned team.

Promoting sales culture that encourages and ensures the staff satisfaction.

Skills and Specifications

Ability to work efficiently in a high demand, team oriented, and fast-paced environment.
Ability to maintain customer confidentiality.
Solid communication skills and excellent interpersonal skills.
Ability to express ideas in clear and concise manner.
Solid problem-solving skills and excellent Management skills.

Ability to think tactically and identify significant success factors.

Education and Qualifications

Bachelor?s degree in administration, management or any related field from an accredited institution.

Experience in call center 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

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Call Center Agent

2010-07-20 11:16:33

Location: Dubai, UAE
Description:

Call Center Agents play a vital role, liaising between various customers and the business entities. They are responsible to answer to customer inquiries and questions regarding the products and services, which the organization produces or provides. Depending on the organization that provides the products, the duties and responsibilities of a call center agent differ. Most agents perform their duties by telephone in the call center, some communicate with customers by fax, post, e-mail, or face-to-face.

Duties and Responsibilities

Answering inbound calls and assisting customers who have particular inquiries or questions.
Providing individualized customer service of high-standard professional level.
Building the interest of customers in the products and services offered by the organization.
Updating the existing database with any modifications or changes and the present status of the customers or prospective customers.
Assisting customers of communication based organization with service queries and problems.
Handling customers directly either by face to face, electronically, or telephone and responding to customer inquiries and questions promptly.
Providing feedback regularly on the effectiveness and soundness of policies and procedures of the customer service department.
Facilitating the collected competitive information to monitor business opportunities and trends.
Checking lines and categorizing the problems and issues of the customers.

Determining problems or issues in queries or complaints handling nature and proposing solutions for Enhancements.

Skills and Specifications

Ability to understand as well as grasp basic customer information.
Ability to handle diverse people.
Ability to cope up with difficult customer situations.
Should analyze the customer problem properly and provide logical solutions.
Ability to make effective use of resources.

Excellent communication, customer service, interpersonal, and typing skills.

Education and Qualifications

High school diploma from an accredited institution.
General education degree.

Interest in helping customers.

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

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