Call Center Manager for Dubai Location

Full Time
  • dubai
  • Post Date: January 8, 2017
Job Description

Job Description

Call Center Manager
An excellent call center manager must be an organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the big picture and make improvements. As a call center manager, you must also have excellent customer service and communication skills.
Call-center manager is responsible for delivering high standards of service to customers by making the most effective and efficient use of call-center staff and technology resources. Being a Call Center Manager you need to use different measurements to monitor, analyze and plan improvements to call-center performance. To meet these responsibilities, you must be a combination of expert service provider, coach, trainer, mentor, motivator and manager.
Directs the support staff in monitoring and maintaining the ACD System, the use of schedule automation, call efficiency and other applicable call center software applications.
Ensures government-required reporting deliverables are completed in a timely and accurate manner.
Takes a leadership role in identifying new applications, programs and technologies that will improve service, including automation. Coordinates project teams to implement and evaluate new initiatives.
Collaborates cross-functionally to coordinate the identification and resolution of problems and issues related to servicing and supporting the call center.
Works collaboratively with Call Center Leads to identify service issues and trends and implement improvements to current workflows, call routing, call messaging, etc.
Directs the activities of the Command Center, Reporting/Analyst staff and Quality Assurance; activities may include government reporting, work force management, monitoring call traffic, systems trouble shooting, labor forecasting, etc.
Reports results, directs and participates in special cross-functional projects in support of department and corporate initiatives as assigned.
Assists with assessing and improving system set up, call routing, quality and other services.
Develop objectives for the call centers day-to-day activities
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

Minimum 8 Year Experience preferably in Call Center which minimum 3 Year as a Technical Contact Center Manager.
Master Degree preferably in IT.
Proven experience as call center manager or similar position
Experience in customer service is required
Knowledge of performance evaluation and customer service metrics
Solid understanding of reporting and budgeting procedures
Outstanding communication and interpersonal skills
Excellent organizational and leadership skills with a problem-solving ability
Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus


Job brief
We are looking for a skilled Call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.
Develop objectives for the call centers day-to-day activities
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
Assume responsibility of budgeting and tracking expenses
Hire, coach and provide training to personnel to maintain high customer service standards
Monitor and improve ordering, telephone handling and other procedures
Evaluate performance with key metrics (accuracy, call-waiting time etc.)
Prepare reports for different departments or upper management

job location: Dubai

if interested kindly share across your resume with following details.

Total exp:
Call center exp:
exp as Technical contact cente manager:
Customer service exp:
reporting and budgeting procedure exp:
current ctc:
expected ctc:
notice period:
Current location:
Reason for change:


Salary: Not Disclosed by Recruiter
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Assistant Manager/Manager -(Technical)
Role: Assistant Manager/Manager -(Technical)