Call Center Program Operations Manager

Job Reference: 32507-Call center program operations manager
Company: RecruitArab - recruiter
Industry: Consumer Goods
Job Title: Call Center Program Operations Manager
Location: Sharjah, UAE
Industry: Consumer Goods
Closing Date: 2024-09-15
Application Email: apply@emiratesrecruiter.com

Job Overview:

We are seeking a highly motivated and experienced Call Center Program Operations Manager to lead our customer service operations in the consumer goods sector. The ideal candidate will be responsible for overseeing the daily operations of the call center, driving performance improvements, and ensuring an exceptional customer experience. This is a fantastic opportunity for a dedicated professional looking to make a significant impact in a dynamic environment.

Key Responsibilities:

- Operational Management: Oversee the daily operations of the call center, ensuring that all processes are running smoothly and efficiently. Implement best practices to optimize performance and productivity.

- Team Leadership: Lead, mentor, and develop a team of call center agents and supervisors. Foster a positive work environment that encourages professional growth and high levels of employee engagement.

- Performance Monitoring: Develop and monitor key performance indicators (KPIs) to assess productivity, customer satisfaction, and overall operational efficiency. Use data analytics to identify trends and make informed decisions.

- Customer Experience Strategy: Design and implement customer service strategies that align with company goals. Ensure that customer issues are resolved effectively and efficiently, enhancing the overall customer experience.

- Training and Development: Oversee the training and onboarding of new call center staff. Develop training materials and programs to enhance team skills and knowledge about consumer goods, customer service protocols, and company policies.

- Budget Management: Prepare and manage the call center budget, ensuring that resources are allocated effectively to meet operational needs while controlling costs.

- Process Improvement: Identify areas for process improvement and drive initiatives to enhance call center operations. This includes implementing new technologies, methodologies, and best practices.

- Collaboration: Work closely with other departments, such as sales, marketing, and logistics, to ensure a seamless customer experience and resolve any operational challenges.

- Reporting: Prepare regular reports for senior management on call center performance, customer feedback, and operational challenges. Present insights and recommendations for continuous improvement.

Qualifications:

- Bachelor’s degree in Business Administration, Management, or a related field.
- 5 to 8 years of experience in call center management or operations, preferably in the consumer goods industry.
- Proven track record of driving performance improvements and enhancing customer satisfaction.
- Strong leadership skills with the ability to motivate and develop a diverse team.
- Excellent analytical and problem-solving abilities.
- Proficient in call center technology, CRM software, and data analysis tools.
- Exceptional communication and interpersonal skills.

What We Offer:

- Competitive salary and benefits package.
- Opportunities for professional development and advancement within the company.
- A dynamic and supportive work environment.

If you are a strategic thinker with a passion for customer service and a drive for operational excellence, we invite you to apply for the Call Center Program Operations Manager position. Please send your resume and cover letter to apply@emiratesrecruiter.com by 2024-09-15.

We look forward to welcoming you to our team!


Please inculde this job reference [32507-Call center program operations manager] in the email when you send your application.

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