Call Center Manager - Work from home

Job Description:

Stanley Black & Decker is seeking a Call Center Manager to work from home in Dubai, AE. As a mid-to-senior level position, the ideal candidate will have at least 6 years of experience in call center management. The Call Center Manager will be responsible for overseeing a team of remote customer service representatives, ensuring that they provide excellent service to our customers.

Responsibilities: 1. Manage and supervise a team of remote customer service representatives. 2. Develop and implement strategies to improve customer service and increase customer satisfaction. 3. Monitor call center KPIs and metrics to track performance and identify areas for improvement. 4. Train and coach team members to enhance their skills and performance. 5. Handle escalated customer complaints and issues in a professional and timely manner. 6. Collaborate with other departments to ensure a seamless customer experience. 7. Analyze data and generate reports to identify trends and make recommendations for process improvements. 8. Stay up-to-date on industry trends and best practices in call center management.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Proven experience in call center management, with at least 6 years of experience. 3. Excellent communication and interpersonal skills. 4. Independent and driven personality traits. 5. Strong presentation and persuasion skills. 6. Ability to work independently and remotely. 7. Proficiency in Microsoft Office and call center software. 8. Ability to adapt to changing priorities and work in a fast-paced environment.

Benefits: 1. Remote work flexibility. 2. Parental leave. 3. Travel & spending expenses. 4. Opportunities for professional development and advancement.

Working Environment: At Stanley Black & Decker, we promote equality and fairness for all employees. We strive to create a supportive and inclusive work environment where everyone feels valued and respected.

Deadline to Apply: May 13, 2024

Equal Opportunity Statement: Stanley Black & Decker is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

How to apply:

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