Call Center Manager - Remote Work

Job Description:

As a Call Center Manager at Saudi Telecom Company, you will be responsible for overseeing the day-to-day operations of our remote call center team. Your main goal will be to ensure high levels of customer satisfaction through effective management of the team and implementation of best practices.

Responsibilities: 1. Manage and supervise a team of remote call center agents to ensure they meet performance targets and provide excellent customer service. 2. Develop and implement strategies to improve call center efficiency and productivity. 3. Monitor call center metrics and KPIs to identify areas for improvement and take corrective actions as needed. 4. Train and coach call center agents on best practices for handling customer inquiries and resolving issues effectively. 5. Oversee scheduling and workforce management to ensure adequate coverage during peak hours. 6. Collaborate with other departments to address customer concerns and provide solutions in a timely manner. 7. Handle escalated customer complaints and ensure they are resolved to the customer's satisfaction. 8. Conduct performance evaluations and provide feedback to team members to support their professional development. 9. Stay up to date on industry trends and best practices in call center management to continuously improve operations. 10. Collaborate with IT and other relevant departments to ensure call center technology is up to date and functioning effectively.

Requirements: 1. 8 years of experience in call center management. 2. Proven track record of exceeding customer expectations and delivering exceptional customer service. 3. Strong leadership and communication skills. 4. Motivated and reliable personality traits. 5. Proficient in problem-solving and persuasion soft skills. 6. Ability to work independently and manage a remote team effectively. 7. Bachelor's degree in business administration or a related field is preferred.

Benefits: 1. Remote work flexibility. 2. Parental leave. 3. Dental insurance.

Working Environment: At Saudi Telecom Company, we focus on exceeding customer expectations and delivering delight. Our call center team plays a crucial role in achieving this goal, and we are committed to providing a supportive and collaborative work environment.

Deadline to Apply: June 27, 2024

Equal Opportunity Statement: Saudi Telecom Company is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, or any other characteristic protected by law. All qualified candidates are encouraged to apply.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.