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Contact Center Manager -Banks/Real Estate- Dubai

Keywords / Skills : Contact Center Manager -Banks/Real Estate- Dubai

United Arab Emirates
3 - 8 years
Posted: 2017-09-04

United Arab Emirates
Entertainment/ Media/ Publishing
Sales/ Business Development
Sales Exec/ Sales Representative
Posted On
4th Sep 2017
Job Ref code
Job Description
Salary: (Current) Market Standard,
  • Partner with the Contact Center Director to develop strategies to meet or exceed all assigned SLA’s and quality measures.
  • Inspire and develop a team of supervisors to effectively lead teams of frontline Telesales Executives
  • Execute effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Leverage contact center statistics to coach, recognize and continuously improve team member performance.
  • Hire, coach and provide training to personnel to maintain high customer service standards.
  • Prepare and periodic performance reports on contact center operations.
  • Directly interface with clients to articulate company performance and address client concerns.
  • Ensure compliance standards are met and all best practice protocols are followed.
  • Develop presentations and conduct team meetings to motivate and educate supervisory staff and frontline contact center agents.
  • Communicate company goals to team members so every employee understands his or her role.
  • Conduct periodic surveys of clients to ensure quality standards are met.
  • Other duties as assigned.
  • ,
  • 3+ years experience as call center manager
  • Previous experience in sales/customer service is required
  • Knowledge of performance evaluation and customer service metrics
  • Proficient in MS Office and call center equipment/software programs
  • Outstanding communication and interpersonal skills
  • Excellent organizational and leadership skills with a problem-solving ability
  • Positive and patient

  • About Company

    MAC Group
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