Galadari Motor Driving Centre Dubai Jobs 2022 – Apply Online Call Center Manager- Female Job Vacancy in Dubai,UAE

Call Center Manager- Female

Ø Key Accountabilities:
Ø Due to the nature of the job & specific management requirement Female from the UK or European countries are preferred for this particular role.

Ø Monitor and control Call Center staff, ensuring they maintain effective customer care skills and provide customers with accurate information.
Ø Ensuring agents understand and comply with all call center objectives, performance standards, and policies.
Ø Ensure the customer handling time is short, i.e. proper information is provided without delay.
Ø Resolve customer complaints effectively and in a timely manner to provide a high level of customer satisfaction and maintain good relations.
Ø Ensure that the staff is following company procedures and regulations properly.
Ø Propose and implement steps to improve the Call Center staff’s performance and evaluate the staff as required.
Ø Set KPIs & formulate policies & procedures for the Call Center
Ø Review and recommend the files produced for closing, such as the customers that have already passed.
Ø Prepare absence, sick leave report, and shift roster.
Ø Coordinate with Human Resources Department regarding new appointments, performance appraisals, leave adjustments and overtime payments.
Ø Identify training and developmental needs of Call Center staff.
Ø Arrange and facilitate training for new joiners to optimize the induction process.
Ø Liaison with Operations Supervisor for operational issues such as the adjustment of missed classes, change of instructor, etc.
Ø Liaison with other supervisors and Management team members to support agents and maximize customer satisfaction.
Ø Ensure that the software and other equipment are updated and well maintained.
Ø Coordinate with housekeeping/Maintenance as needed to ensure the work areas are clean and well-maintained.
Ø Identify operational issues and suggest possible improvements.
Ø Ensure Compliance with all RTA rules and regulations.
Ø Preparing reports and analyzing data to assist management as they determine call center goals.
Ø Undertake any other duties as per requirement.
Requirements and skills
Proven experience as a call center manager or similar position.
Experience in customer service is required.
Knowledge of performance evaluation and customer service metrics.
Solid understanding of reporting and budgeting procedures.
Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
Proficient in MS Office and call center equipment/software programs.
Outstanding communication and interpersonal skills.
Excellent organizational and leadership skills with problem-solving ability.
Positive and patient.
Higher degrees in a relevant discipline will be appreciated.

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