Online Call Center Manager

Job description:

ACWA Power is seeking a highly skilled and experienced Online Call Center Manager to join our team in Mecca, SA. As a part-time role with a mid-to-senior level of seniority, the Online Call Center Manager will be responsible for overseeing the day-to-day operations of our online call center, ensuring exceptional customer service and maximizing efficiency.

Responsibilities: 1. Manage a team of online call center representatives, providing guidance, coaching, and support as needed. 2. Develop and implement strategies to improve customer service and increase satisfaction levels. 3. Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement corrective actions. 4. Collaborate with department heads to ensure seamless coordination between online call center operations and other departments. 5. Stay up-to-date on industry trends and best practices to continuously enhance the online call center operations. 6. Conduct regular performance evaluations of team members and provide feedback for their professional development. 7. Handle escalated customer concerns and provide solutions in a timely and effective manner. 8. Maintain accurate records of customer interactions and feedback for analysis and reporting purposes. 9. Collaborate with IT teams to ensure the online call center technology is up-to-date and functioning efficiently.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. 7+ years of experience in call center operations, with at least 3 years in a managerial role. 3. Proven track record of delivering exceptional customer service and driving operational excellence. 4. Strong leadership and communication skills. 5. Resourceful and energetic personality traits. 6. Strong strategic planning and critical thinking skills. 7. Ability to work in a fast-paced and dynamic environment.

Benefits: 1. Medical coverage. 2. Joining Bonus. 3. Dental insurance. 4. Opportunities for unlimited personal and professional growth.

Equal Opportunity Statement: ACWA Power is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, age, national origin, or disability. All qualified applicants will receive consideration for employment.

How to apply:

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