Call Center Manager

Bachelor of Education, Bachelor of Commerce, Bachelor of Business Administration (Management), Bachelor of Arts

Nationality: Any Arab National, Jordanian, Lebanese, Palestinian

Vacancy: 1 Vacancy

Job Description

• Lead, mentor, and develop a high-performing team of agents, ensuring they have the tools and training necessary to excel in customer service.
• Implement and optimize contact center processes and workflows to enhance efficiency and customer satisfaction metrics.
• Analyze key performance indicators (KPIs) and generate actionable insights to drive performance improvement initiatives.
• Collaborate with cross-functional teams to align contact center strategies with overall business objectives and customer experience goals.
• Manage budgeting and resource allocation to ensure operational cost-effectiveness while meeting service level agreements (SLAs).
• Develop and maintain a positive work environment that encourages open communication, teamwork, and employee engagement.
• Oversee the implementation and maintenance of technology solutions that enhance customer interactions and streamline operations.
• Conduct regular performance reviews and coaching sessions to foster agent development and identify growth opportunities.
• Ensure compliance with industry regulations and company policies related to customer interactions and data privacy.
• Act as the primary point of contact for escalated customer issues, ensuring resolutions are achieved efficiently and effectively.

Desired Candidate Profile

• Bachelor's degree in business administration, management, or a related field is preferred, showcasing a strong educational foundation.
• A minimum of 5 years of experience in contact center operations with at least 2 years in a managerial role, highlighting leadership capabilities.
• Certification in contact center management or customer service excellence is a plus, demonstrating commitment to the profession.
• Experience in a high-volume call center environment, showcasing an ability to thrive in fast-paced settings.
• Bilingual proficiency in English and another language is highly desirable, enhancing communication with diverse customer bases.
• Strong analytical skills with proficiency in using contact center analytics tools to drive performance improvements.
• Exceptional interpersonal and communication skills, fostering rapport with both team members and customers.
• Proven ability to manage multiple priorities and adapt to changing circumstances, reflecting resilience and agility.
• A track record of successfully leading change initiatives and implementing process improvements in contact center settings.
• A proactive mindset with a passion for enhancing customer experiences and nurturing team growth.

Employment Type: Full Time

Company Industry: Other

Keywords

• Customer Experience Management
• Operations Manager
• Service Delivery Manager
• Process Optimization
• Optimization
• Contact Center Operations
• Contact Center Management
• KPI Analysis
• Performance Improvement