Call Center Manager
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Key skills for this role
About the Role
Cellsave Arabia is seeking a Call Center Manager to oversee daily operations, drive sales growth, and ensure exceptional customer service. The role involves managing team performance, implementing strategies, and handling escalations.
Key Skills for This Role
Responsibilities
- Develop and implement call center strategies to achieve customer service standards, sales targets, and business objectives
- Manage daily operations of the call center to ensure efficient workflow and high quality customer interactions
- Lead, coach, train, and motivate the call center team to achieve individual and team KPIs
- Monitor call quality, productivity, customer satisfaction, and sales performance, implementing corrective actions
- Set and track performance metrics including service levels, response times, conversion rates, and customer retention
- Drive customer acquisition, upselling, cross selling, and retention initiatives
- Handle customer escalations and resolve complex complaints professionally
- Prepare regular operational, sales, and performance reports for senior management
- Forecast staffing requirements and manage schedules to ensure adequate coverage
- Recruit, onboard, and develop call center employees
Requirements
- Bachelor's degree in Business Administration, Management, Marketing, or related field
- Minimum 5 years of experience in call center management
- Proven experience in customer service management and sales leadership
- Strong leadership, coaching, and team management skills
- Excellent communication, negotiation, and problem solving abilities
- Experience using CRM systems and call center performance reporting tools
- Strong analytical skills with ability to interpret performance data
- Proficient in Microsoft Office applications
Full Job Posting
Position Summary
- The Call Center Manager is responsible for overseeing the daily operations of the call center, ensuring the delivery of exceptional customer service while achieving sales and business objectives.
Key Responsibilities
- Develop and implement call center strategies to achieve customer service standards, sales targets, and business objectives.
- Manage the daily operations of the call center to ensure efficient workflow and high quality customer interactions.
- Lead, coach, train, and motivate the call center team to achieve individual and team KPIs.
- Monitor call quality, productivity, customer satisfaction, and sales performance, implementing corrective actions where necessary.
- Set and track performance metrics, including service levels, response times, conversion rates, and customer retention.
- Drive customer acquisition, upselling, cross selling, and retention initiatives to maximize revenue opportunities.
- Handle customer escalations and resolve complex complaints professionally and promptly.
- Ensure excellent customer service by maintaining high standards of communication and service delivery.
- Prepare regular operational, sales, and performance reports for senior management.
- Forecast staffing requirements and manage schedules to ensure adequate coverage and operational efficiency.
- Recruit, onboard, and develop call center employees to build a high performing team.
- Ensure accurate CRM updates, customer records, and reporting are maintained at all times.
Qualifications
- Bachelor's degree in Business Administration, Management, Marketing, or a related field.
- Minimum of 5 years of experience in call center management.
- Proven experience in customer service management and sales leadership.
- Strong leadership, coaching, and team management skills.
- Excellent communication, negotiation, and problem solving abilities.
- Experience using CRM systems and call center performance reporting tools.
- Strong analytical skills with the ability to interpret performance data and drive improvements.
- Ability to work in a fast paced, target driven environment.
- Proficient in Microsoft Office applications.
Work Location
- In person
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