Summary
Mashreq is hiring a Premium Call Centre Manager for its CXC - RBG - DBC RAK Call Center team in the United Arab Emirates. The role leads contact centre operations, improves customer experience, and advances digitization and self-service initiatives. Responsibilities include monitoring performance, ensuring regulatory compliance, overseeing technology implementation, and coaching team members. Applicants need a bachelor's degree, at least five years of call centre management experience, and a proven record of leading teams; the role is open to UAE nationals only.
The posting
As published on mashreq.com. Pulled from the employer's site and shown as they wrote it.
At Mashreq, we are looking for an experienced and passionate individual to join our CXC - RBG - DBC RAK Call Center team. As the Manager of the Premium Call Centre, you will play a vital role in enhancing our client's experience and conduct. Your primary responsibility will be to manage and optimize the Contact Centre's operations, with a key focus on digitizing processes and encouraging self-service options.
Responsibilities
- Manage and lead the Contact Centre team, ensuring efficient and effective operations.
- Drive digitization initiatives to enhance customer self-service capabilities.
- Develop and implement strategies to improve customer experience and satisfaction.
- Monitor and analyze call centre performance, identifying areas for improvement.
- Collaborate with cross-functional teams to align with business objectives.
- Ensure compliance with regulatory standards and internal policies.
- Provide regular performance feedback and coaching to team members.
- Stay updated with industry trends and best practices in call centre management.
- Build and maintain strong relationships with key stakeholders.
- Oversee the implementation of new technologies and systems.
Qualifications
- Bachelor's degree in Business Administration, Management, or a related field.
- Minimum 5 years of experience in a call centre management role.
- Proven track record of successfully leading and managing a team.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Proficiency in using call centre management software and tools.
- Ability to work in a fast-paced, dynamic environment.
- Experience in developing and implementing digitization strategies.
- Knowledge of customer experience best practices.
- Willingness to embrace change and drive innovation.