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 careerfirstflightme.com