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Call Center Manager
Posted date [23-Nov-2016]  (ID: 8630)
Dubai-based CFC Consulting Company specializes in business development for companies willing to penetrate into the GCC market. The company has been working on GCC market for more than ten years. Along with the UAE our activity covers Saudi Arabia, Qatar and Kuwait.

CFC Consulting is seeking for a Call Center Manager for a project in telecom sector, focusing on providing innovative solutions in customer service and self-payment machines.

Responsibilities
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
Assume responsibility of budgeting and tracking expenses
Organize trainings of the personnel to maintain high customer service standards
Evaluate performance with key metrics (accuracy, call-waiting time etc.)
Prepare reports for different departments or upper management

Requirements
7+ experience as call center manager or similar position
Experience in customer service is required
Knowledge of performance evaluation and customer service metrics
Solid understanding of reporting and budgeting procedures
Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
Proficient in MS Office and call center equipment/software programs
Outstanding communication and interpersonal skills
Excellent organizational and leadership skills with a problem-solving ability
Positive and patient
High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
Post Details
Job Title Call Center Manager
Description CFC Consulting is seeking for a Call Center Manager for a project in telecom sector, focusing on providing innovative solutions in customer service and self-payment machines.

Responsibilities
Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
Assume responsibility of budgeting and tracking expenses
Organize trainings of the personnel to maintain high customer service standards
Evaluate performance with key metrics (accuracy, call-waiting time etc.)
Prepare reports for different departments or upper management

Requirements
7+ experience as call center manager or similar position
Experience in customer service is required
Knowledge of performance evaluation and customer service metrics
Solid understanding of reporting and budgeting procedures
Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
Proficient in MS Office and call center equipment/software programs
Outstanding communication and interpersonal skills
Excellent organizational and leadership skills with a problem-solving ability
Positive and patient
High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
Number of Vacancies 1
Location Job Location -> UAE Dubai
    
Desired Candidate's Profile
Nationality
Candidate Current Location
Job Classification
Job Type Job Type -> Full-time
Industry Type Job Industry -> Telecommunications
Job Function Job Functions -> Call Center
Employers Details
Company CFC Consulting
Telephone +971 (0)43724637
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