Contact Center Manager

Job Description:

We are looking for a dynamic and experienced Contact Center Manager to join our team at Rockwell Collins in Abu Dhabi. As a Contact Center Manager, you will be responsible for leading and managing our contact center operations to ensure exceptional customer service and support.

Responsibilities: - Develop and implement strategies to improve contact center operations and performance - Monitor and analyze key performance indicators (KPIs) to identify trends and areas for improvement - Manage a team of customer service representatives and supervisors to ensure quality service delivery - Conduct regular training and coaching sessions to enhance team performance - Develop and implement processes and procedures to streamline operations and increase efficiency - Collaborate with other departments to address customer issues and improve overall customer experience - Ensure compliance with industry regulations and company policies - Monitor and manage contact center budgets and expenses - Generate reports and present findings to senior management

Requirements: - Bachelor's degree in Business Administration or related field - 6+ years of experience in contact center management or customer service - Strong leadership and communication skills - Proven track record of improving contact center performance - Excellent analytical and problem-solving skills - Ability to work in a fast-paced environment and adapt to changing priorities - Resourceful, motivated, and able to inspire and motivate a team - Experience with contact center technologies and systems - Knowledge of industry best practices and trends - Ability to work well under pressure and meet deadlines

Benefits: - Joining Bonus - Paid Time Off (PTO) - Dental insurance - Opportunity to work in a challenging and innovative environment that encourages bold thinking

Equal Opportunity Statement: Rockwell Collins 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.