Call Center Operations Manager

Job Reference: 30671-Call center operations manager
Company: RecruitArab - recruiter
Industry: Construction
Job Title: Call Center Operations Manager
Location: Dubai, UAE
Industry: Construction
Closing Date: 2024-09-17
Application Email: apply@recruiteramerica.com

Job Description:

We are seeking a dynamic and experienced Call Center Operations Manager to lead our customer service team in the construction industry. This role is essential for ensuring that our clients receive exceptional service and support throughout their project lifecycle. The ideal candidate will possess strong leadership skills, a proven track record in call center management, and a deep understanding of the construction sector.

Key Responsibilities:

- Leadership and Management:
- Oversee the daily operations of the call center, ensuring that all teams are meeting performance expectations and service level agreements (SLAs).
- Recruit, train, and develop a high-performing team of customer service representatives and team leaders.
- Conduct regular performance reviews and provide constructive feedback to drive continuous improvement.

- Strategic Planning:
- Develop and implement operational strategies that align with corporate goals and objectives in the construction industry.
- Analyze call center metrics and data to identify trends and areas for improvement, making recommendations for process enhancements.

- Customer Service Excellence:
- Foster a customer-centric culture within the team, ensuring that all interactions meet high standards of professionalism and quality.
- Handle escalated customer inquiries and complaints, working to resolve issues promptly and effectively.

- Technology and Systems Management:
- Oversee the implementation and maintenance of call center software and technologies to optimize efficiency and performance.
- Ensure that the team is effectively trained on all systems and processes, providing ongoing support as needed.

- Reporting and Analysis:
- Prepare and present regular reports on call center performance, including key performance indicators (KPIs) and customer feedback, to senior management.
- Utilize data analytics to inform decision-making and drive improvements in service delivery.

- Collaboration:
- Work closely with other departments, including sales, project management, and operations, to ensure seamless communication and coordination.
- Liaise with external stakeholders, including contractors and suppliers, to enhance service delivery and resolve operational issues.

Qualifications:

- Bachelor’s degree in Business Administration, Management, or a related field.
- A minimum of 5 years of experience in call center operations, with at least 3 years in a managerial role, preferably within the construction industry.
- Strong understanding of call center metrics, KPIs, and best practices.
- Exceptional leadership and team management skills.
- Excellent communication and interpersonal abilities, with a focus on customer service.
- Proficiency in call center technologies and software.
- Ability to work in a fast-paced environment and manage multiple priorities.

Preferred Skills:

- Experience in project management within the construction sector.
- Familiarity with CRM systems and data analytics tools.
- Strong problem-solving skills and a proactive approach to addressing challenges.

What We Offer:

- Competitive salary and benefits package.
- Opportunity for professional growth and career advancement in a dynamic industry.
- A collaborative and innovative work environment.

If you are a motivated professional with a passion for customer service and a desire to make a significant impact in the construction industry, we encourage you to apply. Please submit your resume and cover letter to apply@recruiteramerica.com by 2024-09-17.

We look forward to hearing from you!


Please inculde this job reference [30671-Call center operations manager] in the email when you send your application.

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