Reporting to the Customer Service Manager, your responsibilities will include:

• Ensure the achievement of qualitative and quantitative objectives

• Ensuring compliance with the client's and Organization quality processes and standards

• Provide regular activity reports .

• Managing and leading a team of customer advisors: coaching, holding regular individual meetings and team meetings, implementing support plans for low performers.

• Analyze individual and collective performance indicators to identify areas for improvement and implement corrective actions.

• Act as the primary escalation point for complex customer and ensuring timely resolution and high levels of customer satisfaction.

• Managing turnover and absenteeism, and implementing the necessary action plans

·         Drive continuous improvement initiatives to optimize customer service processes, improve operational efficiency, and enhance the customer experience

Desired Candidate Profile

• You have 1 year of experience as a Call center manager (HOME COUNTRY/UAE/GCC)

• You have a perfect command of English, both written and spoken.

• You possess the analytical skills to understand and guide the achievement of objectives

• You have a sense of anticipation and are focused on customer satisfaction and solutions.

• You are organized and meticulous.

• You are known for your interpersonal skills.

• You have a good sense of listening