Call Center Manager

Job Description:

Expeditors International of Washington is seeking a dedicated and experienced Call Center Manager to join our team in Abu Dhabi, UAE. As a Call Center Manager, you will be responsible for overseeing the daily operations and performance of our call center team, ensuring that all calls are handled efficiently and effectively.

Responsibilities: 1. Manage and lead a team of call center representatives, providing guidance, support, and feedback to ensure high levels of performance. 2. Develop and implement strategies to improve call center operations, including optimizing call routing, monitoring call metrics, and implementing quality assurance measures. 3. Monitor call volume and staffing levels to ensure adequate coverage during peak times. 4. Coordinate with other departments to address customer issues and provide timely resolutions. 5. Analyze call center data to identify trends and opportunities for improvement. 6. Train and onboard new call center representatives, ensuring they have the skills and knowledge necessary to succeed in their roles. 7. Create and maintain call center policies and procedures to ensure consistent and quality service delivery. 8. Conduct performance reviews and provide ongoing coaching and development opportunities for team members. 9. Stay up-to-date on industry trends and best practices to continuously improve call center operations.

Requirements: 1. Bachelor's degree in business administration or a related field. 2. Minimum of 8 years of experience in call center management. 3. Excellent leadership and communication skills. 4. Strong problem-solving abilities and attention to detail. 5. Proven track record of meeting and exceeding call center targets. 6. Ability to work in a fast-paced environment and prioritize multiple tasks. 7. Hardworking and resilient personality traits. 8. Creativity and strategic planning skills.

Benefits: - Paid Time Off (PTO) - Paid sick leave - Dental insurance

Working Environment: At Expeditors International of Washington, we strive to promote equality and fairness for all employees. Our working environment is inclusive and supportive, where every team member is valued for their contributions.

Deadline to Apply: July 13, 2024

Equal Opportunity Statement: Expeditors International of Washington is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, disability, or any other protected status. All qualified applicants will receive consideration for employment.

How to apply:

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