Call Center Manager

Job Description:

We are looking for a passionate and driven Call Center Manager to join our team at WEC Energy Group in Abu Dhabi. As a Call Center Manager, you will be responsible for overseeing all aspects of the call center operations, ensuring the delivery of high-quality customer service and achieving set KPIs.

Responsibilities: 1. Manage and coordinate all call center activities, including staffing, scheduling, and training of call center representatives. 2. Monitor and analyze key performance indicators (KPIs) to ensure the call center meets or exceeds performance targets. 3. Implement and maintain call center policies and procedures to ensure consistent and efficient operations. 4. Develop and implement strategies to improve customer satisfaction and retention rates. 5. Collaborate with other departments to resolve customer issues and improve overall customer experience. 6. Conduct regular performance evaluations and provide feedback and coaching to call center representatives. 7. Stay up-to-date on industry trends and best practices in call center management. 8. Prepare regular reports on call center performance and present findings to senior management.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. Minimum of 8 years of experience in call center management. 3. Strong communication skills and the ability to effectively manage a team. 4. Creativity and problem-solving skills to identify and implement innovative solutions. 5. Proven track record of achieving and exceeding performance targets. 6. Experience with call center software and systems. 7. Excellent organizational and time management skills.

Benefits: - Disability Insurance - Retirement Plan - Employee Discounts

Working Environment: At WEC Energy Group, we embrace creativity in a culture that values fresh ideas and inventive solutions. We encourage our employees to think outside the box and contribute to the success of the company.

Equal Opportunity Statement: WEC Energy Group is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

How to apply:

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