Call Center Manager

Job Summary:

Call Center Manager who can lead our representatives to better performance and improve service quality and assist in establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers.

Should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings, should be focused on improving team’s performance, implement call center best practices and be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor and tackle

Duties and Responsibilities:

• 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
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Maintain updated call center SOP’s
• Ensure all pending requests are closed within TAT & follow up with other teams for closure
• Taking on other tasks or projects to support employees, other managers, and call center operations
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Prepare work schedules to ensure sufficient coverage.
• Evaluate staff effectiveness and performance monthly/ annually or on an at-need basis

Job Competencies and Skills:

• Communication skills – verbal and written.
• Data collection, management, and analysis
• Problem analysis and problem solving
• Planning and organizing
• Decision- making skills.
• Knowledge of management principles and familiarity with company products, services, and policies. Customer Service Orientation
• Strong coaching and leadership skills, ability to motivate employees. Exceptional listening and analytical skills
• Creative ability & writing proficiency.
• Familiarity with industry’s rules and regulations
• Excellent organizational skills
• Results driven and customers focused.
• Ability to read analyses and interpret common scientific, financial reports, and legal documents.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Ability to effectively present information to top management.

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• Ability to collect data, establish facts, and draw valid conclusions.

Technological Competencies:

• IT skills
• Numerical/Analytical skills
• Must be proficient with Microsoft Office (intermediate Word, basic Excel)

Qualifications and Experience:

• 2 years in a similar position.
• 7 years of banking experience.
• Fluent Arabic and English.
• A relevant bachelor’s degree from a reputed university.

Must Have Residency in UAE