Call Center Manager / Command Center Manager

Company Overview:

Our client is a leader in providing innovative parking management solutions, focusing on exceptional customer service and advanced technology. The company promotes a dynamic and inclusive work environment, valuing excellence, integrity, and continuous improvement.

Role Overview:

We are seeking an experienced Call Center Manager / Command Center Manager with 5-10 years of UAE experience. The ideal candidate will have an IT background and experience with companies like Amazon, Noon, Cafu, or in the parking industry. This role involves managing call center operations, analyzing performance metrics, and developing strategic plans to enhance productivity and customer service.

Responsibilities:

1. Collect and analyze call center statistics, including sales rates, cost, and customer service metrics.
2. Develop and implement monthly, quarterly, and annual call center goals and action plans.
3. Conduct effective resource planning to maximize productivity (people, technology, etc.).
4. Ensure high levels of customer satisfaction by maintaining quality standards.
5. Monitor and evaluate call center performance, providing reports and feedback to management.
6. Implement process improvements to enhance efficiency and effectiveness.
7. Manage and motivate call center staff, providing training and development opportunities.
8. Stay updated with industry trends and best practices.

Skills and Qualifications:

• Bachelor's degree in Business Administration, IT, or a relevant field.
• 5-10 years of UAE experience in call center or command center management.
• UAE Driving License is a must.
• Preferably with experience in companies like Amazon, Noon, Cafu, or in the parking industry.
• Strong IT background and proficiency in call center software and tools.
• Excellent analytical and problem-solving skills.
• Proven ability to develop and implement strategic plans.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.

Preferred Qualifications:

• Experience with CRM software and call center analytics tools.
• Knowledge of resource planning and management.
• Ability to adapt to a fast-paced and dynamic environment.

Location:

This position is based Dubai, UAE, offering a competitive salary range of 10,000 - 15,000 AED monthly. The successful incumbent must be currently residing in Dubai.

Benefits:

• Competitive salary and performance-based incentives.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and career growth.
• Collaborative and inclusive work environment.
• Access to the latest technological tools and resources.

If you are a dedicated professional with a strong background in call center management and a commitment to excellence, we invite you to apply for this exciting opportunity. Join our client's team and contribute to their mission of delivering superior parking management solutions and exceptional customer service.