Call Center Manager

Super Bytes is seeking a highly motivated and experienced Call Center Manager to join our growing team in Dubai, United Arab Emirates. This is a full-time position offering a competitive salary ranging from 4000 AED to 6000 AED. As Call Center Manager, you will be responsible for overseeing the daily operations of our call center, ensuring high-quality customer service, and driving team performance to meet key business objectives. You will lead and motivate a team of customer service representatives, implement best practices, and contribute to a positive and productive work environment.

Responsibilities:

* Manage and oversee the daily operations of the call center, ensuring adherence to company policies and procedures.
* Lead, motivate, and coach a team of customer service representatives to achieve performance targets and deliver exceptional customer service.
* Monitor call quality, provide feedback, and implement training programmes to enhance agent skills and knowledge.
* Develop and implement strategies to improve customer satisfaction, reduce call handling times, and optimise call center efficiency.
* Analyse call center data, identify trends, and recommend solutions to improve processes and performance.
* Prepare reports and presentations on call center performance metrics for management review.
* Handle escalated customer inquiries and complaints, providing timely and effective resolutions.
* Ensure adherence to service level agreements and key performance indicators.
* Stay up-to-date on industry best practices and implement innovative solutions to enhance call center operations.
* Contribute to a positive and supportive work environment that fosters teamwork and employee engagement.

Qualifications:

* Proven experience in a call center management role, preferably within a similar industry.
* Strong leadership, communication, and interpersonal skills with the ability to motivate and inspire a team.
* Excellent customer service skills and a commitment to providing a positive customer experience.
* Proficiency in call center technologies and software applications.
* Strong analytical and problem-solving skills with the ability to identify areas for improvement and implement effective solutions.
* Excellent organisational and time management skills.
* Ability to work under pressure and handle multiple priorities effectively.
* Bachelor's degree in a related field is preferred.