Call Center Manager

Job Description:

Alcoa is seeking a dedicated and experienced Call Center Manager to join our team in Abu Dhabi. As a Call Center Manager, you will be responsible for overseeing the daily operations of our call center, ensuring that our team is providing exceptional customer service and meeting performance goals.

Responsibilities: - Manage and lead a team of call center agents to ensure high performance and productivity - Develop and implement strategies to improve customer service and satisfaction - Monitor call center metrics and performance targets, making adjustments as needed - Provide coaching and training to call center agents to enhance their skills and performance - Handle escalated customer complaints and issues in a professional and timely manner - Develop and maintain call center policies, procedures, and guidelines - Collaborate with other departments to improve processes and procedures that impact the call center - Conduct regular performance evaluations and provide feedback to call center agents - Stay up to date on industry trends and best practices in call center management

Requirements: - Bachelor's degree in Business Administration or related field - Minimum of 7 years of experience in call center management - Proven track record of meeting and exceeding performance targets - Excellent communication and interpersonal skills - Strong leadership and decision-making abilities - Ability to work under pressure in a fast-paced environment - Hardworking and passionate about delivering excellent customer service - Strong problem-solving skills and ability to work well in a team environment

Benefits: - Retirement plan - Free accommodation - Parental leave

Working Environment: At Alcoa, we strive to cultivate a sense of ownership and responsibility at every level of our organization. We believe in providing a supportive and inclusive work environment where all employees can thrive and reach their full potential.

Equal Opportunity Statement: Alcoa is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other legally protected status. All qualified candidates are encouraged to apply.

Deadline to Apply: July 14, 2024

If you meet the requirements and are interested in this exciting opportunity, we encourage you to apply and become a key member of our team at Alcoa in Abu Dhabi.

How to apply:

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