Call Center Manager

Job Description:

We are seeking a dynamic and experienced Call Center Manager to join our team at Abu Dhabi Securities Exchange. As a part-time Call Center Manager, you will be responsible for overseeing the operations of our call center and ensuring that our team provides excellent customer service to our clients.

Responsibilities: 1. Develop and implement call center policies and procedures to ensure efficiency and quality service delivery. 2. Supervise and provide guidance to call center staff, including training, coaching, and performance evaluations. 3. Monitor call center metrics and KPIs to ensure goals are met and identify areas for improvement. 4. Handle escalated customer complaints and ensure timely resolution. 5. Collaborate with other departments to ensure seamless communication and coordination. 6. Analyze data and reports to identify trends and opportunities for process improvement. 7. Stay up-to-date on industry trends and best practices to continuously improve call center operations. 8. Handle scheduling and staffing to ensure adequate coverage and meet service level agreements. 9. Maintain a positive and professional work environment for call center staff.

Requirements: 1. Bachelor's degree in Business Administration, Management, or a related field. 2. Minimum of 8 years of experience in a call center environment, with at least 3 years in a managerial role. 3. Strong leadership and communication skills. 4. Ability to think creatively and problem-solve independently. 5. Excellent organizational and time management skills. 6. Proven track record of meeting and exceeding performance goals. 7. Knowledge of call center software and systems. 8. Ability to work in a fast-paced environment and adapt to changing priorities.

Personality traits: - Resourceful: able to find solutions and think outside the box. - Independent: able to work autonomously and make decisions confidently.

Soft skills: - Creativity: able to come up with innovative solutions to challenges. - Leadership: able to inspire and motivate a team to achieve goals.

Benefits: - Travel and spending expenses. - Employee discounts. - Visa sponsorship.

Working environment: We promote work-life balance and employee well-being, offering a supportive and inclusive workplace for all team members.

Equal Opportunity Statement: We are an equal opportunity employer and value diversity in our workforce. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status. All qualified applicants will receive consideration for employment.

Deadline to apply: May 23, 2024.

If you meet the requirements and are excited about the opportunity to lead our call center team, we encourage you to apply. Join us at Abu Dhabi Securities Exchange and be part of a dynamic and growing organization.

How to apply:

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