This dynamic boutique Investment Consultancy firm is expanding into new markets and require a talented and proven Call Centre Manager to join their Dubai head office. The ideal applicant has solid experience within financial services institutions (banks and insurance companies).
You are a true professional who is confident in:
Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing strategies and operations;
Carrying out needs assessments, performance reviews and cost/benefit analyses;
Setting and meeting performance targets for speed, efficiency, sales and quality;
Ensuring all relevant communications, records and data are updated and recorded;
Advising clients on products available;
Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
Maintaining up-to-date knowledge of industry developments and involvement in networks;
Monitoring random calls to improve quality, minimise errors and track operative performance;
Reviewing the performance of staff, identifying training needs and planning training sessions;
Recording statistics, user rates and the performance levels of the centre and preparing reports;
Handling the most complex client complaints or enquiries;
Organising staffing, including shift patterns and the number of staff required to meet demand;
Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
Forecasting and analysing data against budget figures on a weekly and/or monthly basis.
||Dubai, United Arab Emirates
||High school or equivalent
التقدم للوظيفة الان
أنشئ سيرتك الذاتية الآن و تواصل على الفور مع أكبر و أفضل الشركات اون لاين. إنشائك لسيرة ذاتية على موقع المازن.كوم هي الوسيلة الأكثر فعالية للحصول على الوظيفة Call Centre Manager بكل سهولة الان مجانا.