Customer Service Manager
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Posted on 31 Oct
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Experience
5 - 7 Years
Education
Bachelor of Business Administration(Management)
Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
Daily Operations:
- Supervise daily workflow and assign tasks to supervisors and staff.
- Manage work schedules, attendance, and discipline.
- Monitor the receipt and execution of daily requests.
- Follow up on complaints and escalations until final resolution.
Leadership & Development:
- Lead supervisors and teams, providing continuous support and training.
- Participate in recruitment, onboarding, and performance development.
- Motivate employees to achieve daily and weekly targets.
Quality & Performance:
- Monitor the quality of calls and responses, ensuring adherence to professional standards and UAE customer service guidelines.
Analyze key performance indicators (KPIs), including:
- Customer Satisfaction (CSAT)
- Average Handling Time (AHT)
- First Call Resolution (FCR)
- Call-to-Sales Conversion Rate
- Develop and submit daily and weekly performance reports to the company s management team in the UAE
Coordination with UAE Companies:
- Maintain continuous communication with Operations Managers in the UAE to understand the needs of each company and allocate teams according to the nature of the service.
- Submit regular reports and analytical insights, along with recommendations for improving operations and service quality.
Systems and Technology:
- Supervise the use of technical systems such as IVR, CRM, SIP, and Zoiper.
- Coordinate with the technical support team to ensure system stability and rapid issue resolution.
- Propose technical enhancements to improve service quality and reduce downtime.
Development and Sales:
- Develop and implement strategies to increase the number of daily customer orders.
- Monitor conversion rates from calls to confirmed orders.
- Apply continuous improvement practices to enhance operations and reduce costs without compromising quality.
Desired Candidate Profile
Bachelor s degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in Call Center Management, including at least 2 years in customer service or Gulf-based companies.
- Fluency in Arabic and English, both spoken and written.
- Proficiency in communication systems and team management tools.
- Strong leadership and analytical skills, with the ability to manage multiple teams and achieve performance targets.
Company Industry
- Call Center
- BPO
- KPO
- Outsourcing
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- Customer Service Manager
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