Call Centre Manager Job Vacancy in UAE Dubai
Posted date [2021-05-08]   (ID: 20395)



Managing the daily activity of an Inbound /Outbound Call Center.
Setting Call Centre Strategies and Standard operation and procedures.
Manage the call center activities in coordination with delivery / operations.
Support all the Call center staff when needed in their daily duties (Taking calls, booking orders, resolving customer complaints and escalations)
Implement new processes in the Call center to enhance the level of services.
Tracking the performance of staff, provide tips and guidelines identifying Training needs and planning Training Sessions, motivating and retaining staff.
Monitor & supervise the implementation of the call center plans in coordination with operations, to maintain the highest standard of performance and services.
Advanced proficiency in developing relevant KPIs and conducting analysis based on learned metrics
Creating and maintaining a friendly and professional environment within the Department.
Remain available at all times for Agents questions and concerns, since the Call Center Department is 24/7 operational.
Ensure all Call Center Agents are performing at par.
Preparing Call Center Department Reports.
Organizing staffing, including shift patterns and number of staff required meeting the work demand.
Set a back-up Staffing Rota, in case of Emergency Leave, assuring a smooth flow within the Department.
Post Details
Job Title Call Centre Manager
Description Managing the daily activity of an Inbound /Outbound Call Center.
Setting Call Centre Strategies and Standard operation and procedures.
Manage the call center activities in coordination with delivery / operations.
Support all the Call center staff when needed in their daily duties (Taking calls, booking orders, resolving customer complaints and escalations)
Implement new processes in the Call center to enhance the level of services.
Tracking the performance of staff, provide tips and guidelines identifying Training needs and planning Training Sessions, motivating and retaining staff.
Monitor & supervise the implementation of the call center plans in coordination with operations, to maintain the highest standard of performance and services.
Advanced proficiency in developing relevant KPIs and conducting analysis based on learned metrics
Creating and maintaining a friendly and professional environment within the Department.
Remain available at all times for Agents questions and concerns, since the Call Center Department is 24/7 operational.
Ensure all Call Center Agents are performing at par.
Preparing Call Center Department Reports.
Organizing staffing, including shift patterns and number of staff required meeting the work demand.
Set a back-up Staffing Rota, in case of Emergency Leave, assuring a smooth flow within the Department.
Job Start Date
Salary from 6000.00
Salary to 7000.00
Number of Vacancies 1
Location Job Location -> UAE Dubai
Location City Dubai
    
Desired Candidate's Profile
Gender No Preference
Nationality Nationality -> No Preference
Candidate Current Location Job Location -> UAE
Work Experience 3-6 Years
Candidate Profile Description Previous experience in Cargo or Courier or E-commerce industry is mandatory. UAE experience will be an added advantage.
Able to multi-task and can work under pressure.
Able to demonstrate strong leadership and interpersonal skills.
Excellent communication skills (written and verbal).
Job Types: Full-time, Contract, Permanent
Experience: Call Center Management in Courier Industry : 4 years (Required)
Education: Bachelor's (Required)
Language: English (Required)
Job Classification
Job Type Job Type -> Full-time
Industry Type Job Industry -> Package/Freight Delivery
Job Function Job Functions -> Customer Support-Client Care
Employers Details
Company First Flight Couriers ME LLC
Contact Person Milan Mathew
Designation Human Resource
Telephone 0097142530409
Email career(at)firstflightme.com



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