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At Mashreq, we are looking for an experienced and passionate Manager to join our Contact Centre team. This role is crucial in driving customer satisfaction and maintaining high-performance standards. The Manager will oversee a dedicated team of UAE National staff, providing leadership and guidance to ensure an exceptional customer experience. This is an exciting opportunity to make a real impact and contribute to the success of our Contact Centre in CXCG

Responsibilities

• Manage and mentor a team of UAE National Contact Centre staff, fostering a positive and productive work environment.
• Ensure the team meets and exceeds key performance metrics, including call handling times, customer satisfaction scores, and quality standards.
• Implement and monitor customer service strategies, ensuring a consistent and exceptional customer experience.
• Conduct regular performance evaluations and provide constructive feedback to team members, promoting continuous improvement.
• Collaborate with other departments to resolve customer queries and escalate issues as needed.
• Stay updated on industry trends and best practices in customer service, implementing innovative solutions.
• Maintain a high level of customer satisfaction by promptly addressing and resolving customer complaints.
• Ensure compliance with all relevant regulations and policies, maintaining a secure and ethical work environment.
• Conduct regular team meetings to discuss performance, provide training, and address any concerns.

Qualifications

• A minimum of 5 years of experience in a managerial role within a Contact Centre or customer service environment.
• Proven track record of successfully managing and motivating a team, preferably in a multicultural setting.
• Excellent communication and interpersonal skills, with the ability to build strong relationships.
• Strong leadership and decision-making abilities, with a customer-centric approach.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Analytical skills to interpret data and make informed decisions to improve performance.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• Fluency in Arabic and English is highly preferred.
• A relevant degree in Business Administration, Customer Service, or a related field is advantageous.