Contact Center Head

Key Responsibilities:Leadership & Strategy

• Develop and implement the overall call center strategy to meet company objectives in sales, service quality, and customer retention.
• Lead, mentor, and motivate call center supervisors, quality analysts, trainers, and agents to achieve performance targets.
• Establish KPIs and monitor daily, weekly, and monthly performance metrics.
• Drive a culture of accountability, teamwork, and continuous improvement.

Operations Management

• Oversee daily call center operations to ensure smooth workflow, effective scheduling, and optimal resource utilization.
• Ensure compliance with company policies, scripts, and service standards.
• Implement and monitor processes for call quality, productivity, and performance optimization.
• Handle escalations and complex customer issues, ensuring timely resolution.

Sales & Performance

• Set and monitor sales targets for telesales teams.
• Identify opportunities to improve conversion rates and customer engagement.
• Develop performance incentives and recognition programs to drive results.

Training & Quality Assurance

• Coordinate with the training and QA teams to ensure consistent product knowledge, call handling standards, and customer satisfaction.
• Review and analyze call recordings and reports to identify areas for improvement.
• Implement corrective actions and coaching programs to enhance performance.

Reporting & Analysis

• Analyze operational data and prepare management reports on performance, customer feedback, and trends.
• Use insights to drive strategic decisions and process improvements.
• Manage call center budgets and operational costs efficiently.

Job Type: Full-time

Pay: AED7,000.00 - AED10,000.00 per month

Education:

• Bachelor's (Preferred)

Experience:

• Sales: 4 years (Required)
• Customer Service: 4 years (Required)
• Contact Center Head: 2 years (Required)