Call Center Quality Assurance jobs in United Arab Emirates

We are seeking a Customer Service Manager to lead and manage all aspects of an external call center operation, ensuring high levels of customer satisfaction and efficient resolution of inquiries and issues. This role will have end-to-end responsibility for optimising customer service performance and maintaining positive customer relationships. We are looking for someone with strong customer service management skills, effective communication abilities, and a proven track record in team management to create a seamless customer experience.

Responsibilities:

1. Oversee the daily operations of the external call center, managing staffing schedules, agent performance, and quality assurance while coaching and mentoring agents.
2. Monitor call center performance through call listening, quality assurance checks, and key performance indicators (KPIs), implementing strategies to enhance service quality and operational efficiency.
3. Ensure all customer complaints, inquiries, and suggestions are handled promptly and effectively, establishing clear processes for escalation and tracking resolution progress.
4. Regularly assess customer satisfaction levels through surveys and feedback forms, implementing strategies to improve satisfaction scores and address any negative feedback.
5. Develop and manage key performance indicators (KPIs) for the call center, such as average handling time, call resolution rate, and customer satisfaction (CSAT), reporting regularly to the Head of Operations.
6. Oversee the maintenance and optimisation of call center technology and systems, collaborating with IT to ensure reliability and functionality.
7. Lead, motivate, and develop a high-performing team of call center agents, providing training and support to enhance service delivery.
8. Continuously evaluate and improve call center processes to enhance efficiency, reduce handling times, and improve customer satisfaction.
9. Manage call center resources effectively, ensuring appropriate staffing levels and allocation of technology and training budgets.
10. Utilise internal software to provide insights for improving customer service and identifying the nature of customer cases for proper escalation flow.

Requirements:

1. Arabic speaker - Emiratis preferred
2. Bachelor's degree in Business Administration, Communications, or a related field.
3. 5+ years of experience in call center management, with at least 2 years in a supervisory role.
4. Strong understanding of call center operations, metrics, and best practices.
5. Experience with call center technology and software (e.g., CRM systems).
6. Proven leadership abilities, effectively managing and motivating a high-performing team.
7. Excellent communication, interpersonal, and problem-solving skills.
8. Experience with Star Rating programs is preferable.