Contact Center Manager

Job Description:

We are looking for a Contact Center Manager to lead our customer service team at SABIC in Mecca, SA. As a Contact Center Manager, you will be responsible for overseeing a team of customer service representatives, ensuring that they deliver exceptional service to our customers. You will be the point of contact for any escalated customer inquiries, managing the team's performance, and driving continuous improvement in our contact center operations.

Responsibilities: 1. Manage and lead a team of customer service representatives, including hiring, training, and performance management. 2. Set performance goals and KPIs for the team and ensure that they are met on a consistent basis. 3. Handle escalated customer inquiries and resolve any issues in a timely and satisfactory manner. 4. Analyze contact center data and metrics to identify areas for improvement and implement solutions to enhance efficiency and effectiveness. 5. Collaborate with other departments to ensure a seamless customer experience across all touchpoints. 6. Stay up-to-date with industry trends and best practices in customer service to implement innovative solutions within the contact center. 7. Implement and maintain quality assurance processes to ensure that service standards are consistently met. 8. Drive a culture of cooperation, innovation, and passion within the team to achieve excellence in customer service.

Requirements: 1. 8+ years of experience in a customer service or contact center management role. 2. Strong leadership and team management skills. 3. Excellent communication and interpersonal skills. 4. Passionate and resourceful with a strong customer-centric mindset. 5. Proven track record of driving performance and operational excellence in a contact center environment. 6. Ability to think strategically and implement innovative solutions. 7. Bachelor's degree in Business Administration or a related field is preferred.

Benefits: 1. Visa sponsorship for qualified candidates. 2. Paid Time Off (PTO) and company transportation provided. 3. Opportunity to work in a high-performing environment that values excellence and upholds high standards.

Equal Opportunity Statement: SABIC is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. All qualified applicants will receive consideration for employment.

Deadline to apply: June 22, 2024.

If you meet the requirements and are passionate about driving exceptional customer service, we invite you to apply for the Contact Center Manager position at SABIC in Mecca, SA. Join our team and be a part of a company that values excellence and innovation.

How to apply:

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