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Experience
2 - 8 Years
Job Location
Education
Bachelor of Business Administration(Management), Any Graduation, MBA/PG Diploma in Business Mgmt
Nationality
Any Arab National
Gender
Any
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
- Monitor and analyze call performance metrics to ensure team meets service level agreements and quality standards.
- Provide ongoing coaching and feedback to agents, focusing on areas of improvement and professional development.
- Facilitate regular team meetings to communicate updates, share best practices, and foster a collaborative environment.
- Develop and implement training programs for new hires and ongoing skill enhancement for existing team members.
- Act as the primary point of contact for escalated customer issues, ensuring timely resolution and customer satisfaction.
- Maintain accurate records of team performance, attendance, and other relevant metrics for reporting to upper management.
- Collaborate with other departments to streamline processes and improve overall customer service efficiency.
- Conduct performance reviews and manage disciplinary actions as necessary, promoting a culture of accountability.
- Identify trends in customer inquiries and feedback to suggest improvements in products or services.
- Stay updated on industry trends and best practices to ensure the call center remains competitive and effective.
Desired Candidate Profile
- Bachelor's degree in business administration, Communications, or a related field preferred.
- Minimum 2-5 years of experience in a call center environment, with at least 1-2 years in a supervisory role.
- Experience in the specific industry relevant to the organization, providing insight into customer needs.
- Proven track record of achieving performance targets and improving team efficiency.
- Fluent in English, with additional language proficiency being a strong advantage based on market needs.
- Strong technical skills in call center software and CRM systems to enhance team performance.
- Exceptional leadership qualities, with a focus on motivating and developing team members.
- Excellent communication skills, both verbal and written, to effectively convey expectations and feedback.
- Ability to analyze data and make informed decisions to drive team performance.
- Adaptability and resilience in a fast-paced environment, managing stress while maintaining team morale.
Employment Type
- Full Time
Company Industry
Department / Functional Area
Keywords
- Performance Metrics Analysis
- Call Center Management
- Customer Service Excellence
- Call Center Manager
- Process Improvement
- Customer Service Supervisor
- Training And Development
- Coaching And Development
- Operations Supervisor
- Contact Center Lead
Cupola Teleservices Limited
Cupola Teleservices is the Middle East's pioneer in outsourced contact center services. Headquartered in Dubai, UAE, Cupola has been offering outsourced contact center services to blue chip multinational corporations, large regional conglomerates and emerging SMEs/startups since 1999. We have deep expertise and know-how across multiple industries built up over two decades of providing contact center services. Our industry experience spans technology, media & entertainment, retail & consumer, financial services, government, healthcare, industrials, food & beverage, transportation & logistics, real estate & hospitality and education.
Read MoreTaimur Awan Awan - Deputy CEO
Dubai Outsource Zone PO Box: 500220, Dubai, United Arab Emirates (UAE)