Job Opportunity at TASC: Call Center Manager

TASC Outsourcing is looking to hire a Call Center Manager for one of its prestigious clients located in Ajman, with a long term contract.

Responsibilities:

1. Bears responsibility for the efficient handling of Prestige customer enquiries/requests in the assigned function of the Contact Center.
2. Develops and implements key performance indicators for call agents and develops strategies to increase operational efficiency.
3. Develops objectives/targets for the assigned function and ensures that they are translated into clear instructions and guidelines.
4. Identifies opportunities for up-selling and cross-selling within the assigned function of the Contact Center and communicates them across the assigned teams.
5. Keeps up close relationships with other sections of the Customer Care Center to ensure the prompt and efficient resolution of customer complaints/inquiries.
6. Ensure the diligent documentation and tracking of customer requests to ensure efficient and timely handling of customer enquiries in keeping with limitations of corporate reporting systems.
7. Oversees the compliance with Client’s policies, procedures and guidelines for all services provided by the assigned Contact Center function.
8. Reviews, manage, and monitor the overall performance and achievement of targets of the assigned functions and reports, and present to Director Contact Center Services.
9. Closely co-ordinate with HR & Training for the assigned function to ensure continuous staff development and improvement of performance and service quality.
10. Provides clear direction, sets targets, prioritizes tasks and assigns responsibilities for the Contact Center function.
11. Effectively liaises with relevant sections to ensure prompt and efficient solution of customer’s complaints/inquiries.
12. To monitor, coach, and provide feedback to Call Center Officers for the purpose of their own development as well as enabling them to enhance the performance of their teams.
13. To develop, implement, enhance, and edit working procedures policies, and processes to ensure an effective and efficient workflow in the Call Center.
14. Manage the weekly/monthly staff and operations planning for the Call Center to insure meeting the SL on daily basis.
15. Act as a focal point/SPOC in the department internal strategic projects, and represent the department in company projects.
16. To hire as well as oversee the interviewing/hiring of supervisors and agents.