1 233 Call Center Manager jobs in the United Arab Emirates

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.
* Bachelors degree in a related field is preferred.

• Answers clients’ questions, resolves problems, and maintains client satisfaction by providing problem-solving resources.
• Maximizes client operational performance by providing help desk resources and technical advice.
• Maintains accurate records and documents all customer service activities and discussions.

Qualifications & Skills:

• Graduate in Business Administration, Operations Management, or a relevant field.
• Strong background in customer service support.
• Excellent knowledge of management methods and techniques.

Marketing Specialist should be a competent professional able to grasp consumer behavior trends and generate creative ideas. You should also be well-versed in specialized marketing concepts, principles, and tactics.

Marketing Specialist responsibilities include:

• Conducting market research to find answers about consumer requirements, habits, and trends
• Brainstorming and developing ideas for creative marketing campaigns
• Assisting in outbound or inbound marketing activities by demonstrating expertise in various areas (content development and optimization, advertising, events planning, etc.)
• Developing objectives for the call center's day-to-day activities
• Conducting effective resource planning to maximize the productivity of resources (people, technology, etc.)
• Collecting and analyzing call center statistics (sales rates, costs, customer service metrics, etc.)
• Assuming responsibility for budgeting and tracking expenses
• Monitoring and improving ordering, telephone handling, and other procedures
• Evaluating performance with key metrics (accuracy, call-waiting time, etc.)
• Preparing reports for different departments or upper management

Job Type: Full-time

Experience:

• Marketing & Call Center Manager: 4 years (Preferred)

Marketing Specialist should be a competent professional able to grasp consumer behavior trends and generate creative ideas. You should also be well-versed in specialized marketing concepts, principles, and tactics.

Marketing Specialist responsibilities include:

• Conducting market research to find answers about consumer requirements, habits, and trends
• Brainstorming and developing ideas for creative marketing campaigns
• Assisting in outbound or inbound marketing activities by demonstrating expertise in various areas (content development and optimization, advertising, events planning, etc.)
• Developing objectives for the call center’s day-to-day activities
• Conducting effective resource planning to maximize the productivity of resources (people, technology, etc.)
• Collecting and analyzing call center statistics (sales rates, costs, customer service metrics, etc.)
• Assuming responsibility for budgeting and tracking expenses
• Monitoring and improving ordering, telephone handling, and other procedures
• Evaluating performance with key metrics (accuracy, call-waiting time, etc.)
• Preparing reports for different departments or upper management

Job Type: Full-time

Experience:

• Marketing & Call Center Manager: 4 years (Preferred)

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.
* Bachelors degree in a related field is preferred.

We are seeking a highly experienced Customer Service Manager to lead our call center team in Dubai, UAE. This full-time position offers a competitive salary and benefits package.

• Responsibilities:
• Operational Management:
• Manage the daily operations of the call center ensuring high-quality customer service.
• Develop and implement strategies to improve customer satisfaction, reduce call handling times, and optimize call center efficiency.
• Leadership and Coaching:
• Lead, motivate, and coach a team of customer service representatives to achieve performance targets.
• Monitor call quality, provide feedback, and implement training programs to enhance agent skills and knowledge.
• Analytical and Problem-Solving Skills:
• Analyze 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.
• Customer Focus:
• Handle escalated customer inquiries and complaints, providing timely and effective resolutions.
• Ensure adherence to service level agreements and key performance indicators.

Required 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.

Benefits:

• Competitive salary and benefits package.
• Opportunity to work in a dynamic and growing organization.
• Chance to develop your leadership and coaching skills.

As a Call Center Team Lead, you will be responsible for overseeing the daily operations of the call center. This includes ensuring that all agents are meeting their performance metrics and providing ongoing training and support to enhance their skills.

• Main Responsibilities:
• Supervise and manage a team of call center agents
• Monitor and evaluate agent performance, providing feedback and coaching as needed
• Handle escalated customer issues and complaints
• Analyze call center data to identify trends and areas for improvement
• Develop and implement strategies to improve customer satisfaction and agent performance
• Conduct regular team meetings to communicate updates and address any concerns
• Ensure that all agents are meeting performance metrics and targets
• Provide ongoing training and support to agents to enhance their skills
• Collaborate with other departments to resolve customer issues and improve processes
• Maintain a positive and motivating work environment for the team
• Prepare and present performance reports to management
• Assist in the recruitment and onboarding of new call center agents

• Leadership Skills: The ideal candidate will possess excellent leadership skills, including the ability to motivate and inspire a team of call center agents.
• Communication Skills: Strong communication skills, both written and verbal, are essential for this role.
• Analytical Skills: The ability to analyze data and identify trends is crucial for developing and implementing effective strategies to improve customer satisfaction and agent performance.
• Problem-Solving Skills: The successful candidate will have strong problem-solving skills, including the ability to handle escalated customer issues and complaints.

This role offers a competitive salary and benefits package, including opportunities for career advancement and professional growth.

Full-time

Minimum 2 years experience in a call center or similar environment

Strong leadership and communication skills

Contract

Job Summary:

We are seeking a highly skilled Team Leader to join our team. The ideal candidate will have excellent leadership qualities, the ability to groom individuals, and drive team performance.

Key Responsibilities:

• Operational Readiness:
• Manage and lead a team of Call Center Agents in driving performance based on key performance indicators (KPIs), ensuring efficiency and effectiveness.
• Work closely with the Call Center Operations team to coordinate daily operations management.
• Ensure regular updates of performance with subordinates, peers, and line managers.
• Emphasize teamwork at all levels.
• Allocate work, supervise activities, and informally coach staff for better performance.
• Human Resource/People:
• Provide continuous coaching and mentoring within the team.
• Engage individuals to reduce attrition.
• Focus on people development.
• Offer support and guidance to team members.
• Lead by example.
• Review and recommend staff training requirements quarterly.
• Prepare agendas for monthly meetings related to Call Centre issues, customer service, and staff matters.
• Quality:
• Ensure timeliness and deadlines are met.
• Maintain consistency in achieving goals.
• Foster a culture of delivering world-class service.
• Reduce complaints through coaching and training.
• Handle escalated customer complaints effectively.
• Follow up on customer complaints and operational issues logged in the system.
• Continuous Improvement:
• Continuously improve processes to enhance efficiency, reduce rework, and improve customer experience.
• Transition the team into a profit center.
• Comply with policies and procedures relating to the Call Center.

Required Skills:

• Excellent leadership qualities.
• Ability to groom individuals.
• Driving team performance.
• Effective communication skills.
• Knowledge of agent KPIs.
• Forward thinking.

Benefits:

• An efficiently run and managed team.
• Meeting all KPIs set by Senior Management.
• Reducing attrition within the team.
• Reducing complaints and unnecessary queries.
• Improving call quality.
• Enhancing Mystery Shopper results.