Online Call Center Manager

Job Description:

The Online Call Center Manager at Abu Dhabi National Energy Company will be responsible for overseeing the day-to-day operations of our online call center, ensuring a high level of customer service and satisfaction. The individual in this role will lead a team of call center agents, monitor performance metrics, and implement strategies to improve efficiency and effectiveness.

Responsibilities: 1. Manage and supervise a team of online call center agents, providing guidance and support as needed. 2. Develop and implement strategies to improve call center performance, including training programs, quality assurance initiatives, and customer service enhancements. 3. Monitor key performance indicators (KPIs) to ensure targets are met or exceeded. 4. Act as a point of escalation for difficult customer inquiries or complaints. 5. Conduct regular performance evaluations and provide feedback to team members. 6. Collaborate with other departments to ensure a seamless customer experience across all touchpoints. 7. Utilize data and analytics to drive decision-making and identify areas for improvement. 8. Stay up-to-date on industry trends and best practices in call center management.

Requirements: 1. Bachelor's degree in Business Administration or a related field. 2. 5 years of experience in call center management. 3. Strong leadership and communication skills. 4. Ability to think strategically and make data-driven decisions. 5. A track record of success in meeting or exceeding call center KPIs. 6. Hardworking and reliable with a strong work ethic. 7. Experience with remote team management is a plus. 8. Ability to take calculated risks and explore new opportunities for growth.

Equal Opportunity Statement: Abu Dhabi National Energy Company is an equal opportunity employer and is committed to building a diverse and inclusive workplace. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, 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.