Call Center Manager

Job Description:

Discovery Communications is seeking a dedicated and passionate Call Center Manager to join our team in Abu Dhabi, AE. As a full-time Associate Level role, the Call Center Manager will be responsible for overseeing all aspects of the call center operations, ensuring efficient and effective customer service delivery.

Responsibilities: - Manage a team of call center representatives, including hiring, training, coaching, and performance management - Develop and implement call center policies and procedures to optimize customer service and efficiency - Monitor call center metrics and KPIs to ensure goals are met and provide regular reports to senior management - Implement quality assurance processes to maintain high standards of customer service - Handle escalated customer inquiries or complaints in a professional and timely manner - Collaborate with other departments to improve customer experience and resolve issues - Stay updated on industry trends and best practices to continuously improve call center operations - Conduct regular performance reviews and provide feedback for staff development

Requirements: - 5 years of experience in a call center management role - Strong leadership skills with a proven track record of managing teams and driving results - Excellent communication and interpersonal skills - Ability to work in a fast-paced environment and adapt to changing priorities - Strong problem-solving skills and ability to make decisions under pressure - Proficiency in call center software and Microsoft Office suite - Teamwork and presentation skills - Bachelor's degree in Business Administration or relevant field is preferred

Benefits: - Free food - Travel opportunities - Disability insurance

Working Environment: At Discovery Communications, we flourish in a culture that embraces change and responds resiliently. We value diversity and inclusion in our workforce and are committed to providing equal opportunities to all employees.

Equal Opportunity Statement: Discovery Communications is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We are committed to creating a diverse and inclusive workplace where everyone feels valued and respected.

How to apply:

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