Call Center Manager

Job Responsibilities:

1. Oversee daily operations of the call center, ensuring efficiency and compliance with company policies.
2. Lead and manage a team of call center agents, providing training, coaching, and performance feedback.
3. Develop and implement strategies to improve productivity, performance, and customer satisfaction rates.
4. Monitor and evaluate agent performance, providing feedback and facilitating ongoing training.
5. Analyze call center metrics to ensure that the team is delivering a high level of customer service and meeting set targets.
6. Handle complex customer complaints or inquiries that agents are unable to resolve.
7. Collaborate with other departments to address and resolve customer issues.
8. Forecast and analyze staffing needs, ensuring that the call center is adequately staffed at all times.
9. Stay updated on new products, services, and policies to ensure accurate information dissemination by the team.
10. Implement and review call center policies and procedures.

Qualifications:

1. Bachelor's degree in Business Administration, Communications, or a related field.
2. A minimum of 5 years of experience in a call center environment, with at least 3 years in a managerial role.
3. Strong leadership skills with a proven track record in team management, coaching, and performance evaluation.
4. Proficient in call center software, tools, and technologies.
5. Exceptional interpersonal and communication skills.
6. Ability to analyze and interpret call center performance metrics.
7. Familiarity with the industry's latest trends and best practices.
8. Fluent in English; knowledge of Arabic or other languages would be an advantage.