Call Center Manager

Job Description:

Ameren is seeking a dedicated and resourceful Call Center Manager to join our team in Abu Dhabi, AE. As a Mid-to-Senior Level position with a minimum of 7 years of experience, the Call Center Manager will be responsible for overseeing all aspects of our call center operations to ensure the highest level of customer service and satisfaction.

Responsibilities: - Manage a team of call center representatives and ensure they are meeting performance goals and KPIs - Create and implement strategies to improve customer satisfaction and retention - Develop and maintain call center processes and procedures to ensure efficiency and effectiveness - Monitor call center metrics and analyze data to identify trends and areas for improvement - Mentor and coach call center staff to enhance their skills and performance - Handle escalated customer issues and provide timely resolution - Collaborate with other departments to address customer concerns and improve overall service delivery - Stay up-to-date on industry trends and best practices to continually improve call center operations

Requirements: - 7+ years of experience in call center operations, with at least 3 years in a managerial role - Proven track record of managing call center teams and achieving operational goals - Excellent communication and leadership skills - Strong analytical and problem-solving abilities - Ability to innovate and implement new strategies to improve customer service - Bachelor's degree in business or related field preferred

Personality traits: - Dedicated to providing exceptional customer service - Resourceful in finding solutions to complex problems

Soft skills: - Strong analytical skills to interpret data and make informed decisions - Ability to innovate and implement new ideas to improve operations

Benefits: - Employee discounts - Retirement plan - Gym membership

Working environment: At Ameren, we focus on exceeding customer expectations and delivering delight. We encourage a collaborative and supportive work environment where employees are empowered to make a difference.

Deadline to apply: 2024-07-03

Equal Opportunity Statement: Ameren 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.