કામનું વર્ણન

Job Summary

We are looking for a call center manager to guide the Contact Centre team in improving customer service and production through a consistently strong customer experience. This role also supports the Contact Centre Head in making sure service standards, SOPs, and departmental objectives are followed.

What You Will Do

Oversee inbound and outbound contact centre activities by creating, applying, and refining workflows, procedures, and task ownership.
Improve customer satisfaction by resolving queries and complaints quickly, strengthening customer relationships, and tracking key performance indicators closely.
Build team capability through training and coaching so that product knowledge remains high and call handling, sales, and conversion performance improve.
Keep team members informed about process updates, new product launches, and system changes.
Make sure call centre rules, underwriting requirements, and operating procedures are followed consistently.
Own direct sales performance for the consumer line of business.
Maintain high call quality through regular guidance, buddy training, and call monitoring.
Define performance targets and monitor speed, efficiency, sales, and quality metrics.
Handle the day-to-day operation of the call centre, including equipment sourcing, resource planning, and strategy implementation.
Listen to random calls to improve quality, reduce mistakes, and assess agent performance.
Plan staffing, shift patterns, and headcount based on expected demand.
Review and analyze weekly and monthly results against budget expectations.
Manage complaints and ensure compliance with DHA/HADD complaint-handling laws.
Support team growth through regular reviews, mentoring, counseling, and feedback.

Key Performance Indicators

Call centre abandoned rate
GPW production
Team product knowledge
Team quality scores
Service excellence and complaint management
Team data capture and accuracy
MIS and reporting
Initiative

Requirements

Prior experience in a call center manager role or a closely related leadership position.
Strong understanding of customer service metrics and performance evaluation methods.
Good grasp of reporting and budgeting processes.
Ability to carry out basic financial analysis, including cost-effectiveness and cost-benefit evaluation.
Comfortable using MS Office and call centre tools/software.
Excellent communication and interpersonal abilities.
Strong leadership, organization, and problem-solving skills.
A calm, positive, and patient approach.
Professional certification such as CCCM or a similar qualification is an advantage.
Minimum of 5 years of experience in the insurance or finance industry.
Minimum of 5 years of experience in a call center or customer service team lead role.

Education

A bachelor’s degree in any discipline is required.

Additional Information

This is a full-time onsite position based in Dubai, United Arab Emirates.

Manager, Call Center

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