Assistant call center Manager.

Teleperformance • Full-time • Dubai, Dubai, United Arab Emirates • 6d ago

Immediate joining

English/Arabic speaker

Responsibilities:

Manage a call center team of 30-40 Customer Service Representatives (CSRs) handling diverse services including leasing, renewals, community management, and facilities management for individual, corporate, and retail residential customers.

Ensure key performance indicators (KPIs) are consistently met in line with business objectives.

Responsible for hiring, training, coaching, motivating, and leading CSRs to deliver superior customer service.

Conduct regular team meetings to share updates, gather feedback, and address challenges faced by the team.

Leverage performance metrics to evaluate agent performance and identify training needs for continuous improvement.

Lead the revamp of call center applications, including User Acceptance Testing (UAT) and optimal resource utilization post-implementation.

Handle customer escalations, ensuring timely and effective resolution in alignment with service standards.

Conduct monthly performance reviews, manage capacity planning, and perform technological evaluations to identify opportunities for operational enhancements.

Ensure process compliance with audit requirements, including SOP documentation, risk identification, and business continuity planning.

Drive process improvement initiatives aimed at enhancing customer experience and streamlining internal workflows.

Oversee CSR scheduling, annual leave planning, and daily attendance management in accordance with operational needs.

Liaise with the client's onsite team and key stakeholders to ensure seamless and efficient service delivery.

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