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Director of Contact Center – Bank/Real Estate – Dubai

Keywords / Skills : Excel

Country
United Arab Emirates
5 - 10 years
Posted: 2017-09-04

Nationality
United Arab Emirates
Industry
Entertainment/ Media/ Publishing
Posted On
4th Sep 2017
Job Ref code
director-of-contact-
center-bank-real-est
ate-nbsp-
Job Description
Salary: (Current) Market Standard,
  • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently meet the sales targets by leveraging the value of every call .
  • Responsible for development and administration of annual department budget to attain business goals with operational stability,
  • Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development,
  • Develop, implement and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance,
  • Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center,
  • Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,
  • Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction,
  • Manage and expand client and coworker relationships,
  • Find and close new revenue opportunities within the existing client base,
  • Insure compliance with regulatory agency guidelines and standards.
  • ,
  • Bachelor degree is a must
  • Minimum 5 years of Call Center/Contact Center management experience,
  • Effective leadership and analytical skills including working knowledge of financial statement analysis.
  • Exceptional ability to develop and manage results-oriented recruiting and training programs,
  • Measurable experience in managing and growing profitable satisfied accounts and/or relevant account management experience,
  • Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations,
  • Strong negotiation, interpersonal, written and oral communications skills – including statistical report writing,
  • Computer Skills: Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred),
  • Occasional travel to clients or trade show required.

  • Key Skill(s)

    About Company

    MAC Group
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