Contact Center Agent Jobs In Dubai 2022 Commercial Bank ofDubai

Responsibilities:

Hiring, training, coaching, and leading call center representatives as they provide support for customers. Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.

1. Leading team meetings, asking questions to better understand the calls representatives are receiving.
2. Educating and coaching workers regarding processes and practices, and explaining expectations to employees.
3. Assisting other management team members in identifying trends and establishing call center goals.
4. Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
5. Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
6. Authorizing replacements or refunds.
7. Taking on other tasks or projects to support employees, other managers, and call center operations.