UAE Careers Jobs

Call Centre Operations Manager Job

Al Tayer Group

Valid Till: N/A

Garhoud, Dubai - UAE, Dubai, United Arab Emirates

Company Description

As a leader in luxury retail in the Middle East, Al Tayer Group’s retail division, Al Tayer Insignia, hosts a portfolio of some of the world’s best luxury brands in the fashion, jewellery, home and department store categories. Complementing its position in luxury retail, Al Tayer Insignia has also built new frontiers in lifestyle retail, representing leading brands in the Beauty, Home, Fashion and Hospitality sectors. Our brands include Bloomingdales, Harvey Nichols and Armani to name just a few!

 

Job Description

As a Call Center Operations Manager, you are responsible for overseeing the day-to-day operations of the call center, including the management of call center supervisors. This role involves coordinating and supervising the activities of the call center team to ensure efficient operations, exceptional customer service, and attainment of performance targets. By providing leadership, guidance, and support to call center supervisors, the Operations Manager plays a pivotal role in driving performance improvements and maintaining high standards of service delivery.

Responsibilities:

  • Lead the department in the day to day business ensuring highly skilled, motivated teams deliver excellence in all aspects of the customer experience 
  • Identify key areas of improvements and partner with Head of customer care to implement technology enhancements  
  • Improve efficiency with capacity planning  
  • You’ll contribute to medium to longer-term planning, including the budgeting process and team resource planning, ensuring resources are in place and operating effectively to meet business goals. 
  • Support with key projects for Customer Care ensuring they are communicated and embedded in line with the  strategic direction of the business 
  • Lead the customer service recruitment and assessment processes to ensure the right people are recruited.
  • Managing call center operations, including recruitment, training, performance evaluation, and coaching to ensure effective leadership and performance management within the call center. 
  • Collaborating with other departments to align call center operations with organizational objectives, share best practices, and implement integrated solutions.  
  • Managing call center SLAs and channels availability. 
  • Proper management of escalated cases related to the team, customers, or stakeholders. 

Qualifications & Experience:

  • Bachelors Degree in any discipline
  • Minimum 5-7 years of call center experience with at least 3 years’ experience managing call center teams
  • Excellent analytical and critical thinking skills.
  • Ability to drive strategic initiates to enhance efficiency, customer experience, and effectiveness