Contact Center Manager

As a Contact Center Manager at Travelers Cos. in Dubai, you will be responsible for overseeing the operations of the contact center, ensuring that customer service standards are met and exceeded. You will manage a team of contact center representatives, providing leadership, guidance, and support to ensure team success.

Responsibilities: 1. Manage the daily operations of the contact center, including monitoring call volume, staffing levels, and overall performance metrics. 2. Develop and implement strategies to improve customer service and satisfaction levels. 3. Train and coach contact center representatives to ensure they have the skills and knowledge needed to provide excellent service to customers. 4. Monitor and evaluate staff performance, providing feedback and implementing performance improvement plans as needed. 5. Handle escalated customer issues and complaints, resolving them in a timely and satisfactory manner. 6. Analyze data and trends to identify areas for improvement and make recommendations for process enhancements. 7. Collaborate with other departments to ensure seamless communication and coordination across the organization. 8. Stay up-to-date on industry trends and best practices in customer service to continuously improve the contact center operations.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Minimum of 6 years of experience in a contact center or customer service role, with at least 2 years in a managerial position. 3. Strong leadership and communication skills. 4. Resilient and adaptable with the ability to thrive in a fast-paced environment. 5. Excellent attention to detail and problem-solving skills. 6. Ability to work independently and as part of a team. 7. Knowledge of contact center technologies and software. 8. Fluency in English and Arabic is preferred.

Benefits: - Travel opportunities - Retirement plan - Training and professional development - Aligning work with a greater purpose, contributing to a meaningful mission

Equal Opportunity Statement: Travelers Cos. is an equal opportunity employer and is committed to diversity in the workplace. We encourage applications from all qualified individuals, regardless of race, gender, age, disability, or any other protected status.

How to apply:

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