Call Center Manager

Super Bytes is seeking a highly motivated and experienced Call Center Manager to join our growing team in Dubai, United Arab Emirates . This is a full-time position offering a competitive salary ranging from 4000 AED to 6000 AED . As Call Center Manager, you will be responsible for overseeing the daily operations of our call center, ensuring high-quality customer service, and driving team performance to meet key business objectives. You will lead and motivate a team of customer service representatives, implement best practices, and contribute to a positive and productive work environment.

Responsibilities :

• Manage and oversee the daily operations of the call center, ensuring adherence to company policies and procedures.
• Lead, motivate, and coach a team of customer service representatives to achieve performance targets and deliver exceptional customer service.
• Monitor call quality, provide feedback, and implement training programmes to enhance agent skills and knowledge.
• Develop and implement strategies to improve customer satisfaction, reduce call handling times, and optimise call center efficiency.
• Analyse call center data, identify trends, and recommend solutions to improve processes and performance.
• Prepare reports and presentations on call center performance metrics for management review.
• Handle escalated customer inquiries and complaints, providing timely and effective resolutions.
• Ensure adherence to service level agreements and key performance indicators.
• Stay up-to-date on industry best practices and implement innovative solutions to enhance call center operations.
• Contribute to a positive and supportive work environment that fosters teamwork and employee engagement.

Qualifications :