Call Centre Manager

3 months ago

Doha, Qatar Experts Collection Solutions LLC Full time

**Job Details**:
Job title: Call Centre Manager

Terms: Full time.

Location: Office no 502, Al Jazeera Tower, West Bay, Doha, Qatar

**About the Job**:
The Call Centre Manager will oversee the daily operations of **Experts Collection Solutions** **LLC** call centre, ensuring efficient service delivery, high customer satisfaction, and adherence to company policies and procedures. The manager will be responsible for managing staff, implementing strategies for improved performance, and reporting to the Managing Director.

**Key Responsibilities**
- Oversee daily operations of the call centre to ensure smooth functioning and high performance.
- Create and manage staff schedules to ensure adequate coverage and efficient handling of call volumes.
- Monitor and evaluate call centre metrics, such as average handle time, first call resolution, and customer satisfaction scores, to identify areas for improvement.
- Assist in the hiring, training, and developing call centre staff. Conduct regular training sessions to ensure staff are up to date with procedures and best practices.
- Conduct regular performance reviews, providing feedback and coaching to staff. Implement performance improvement plans as needed.
- Foster a positive team environment, promoting collaboration, professional growth, and high morale.
- Implement and maintain quality assurance processes to ensure calls meet company standards and customer expectations.
- Handle escalated customer issues and complaints, ensuring timely and satisfactory resolution.
- Collect and analyse customer feedback to inform service improvements and staff training.
- Identify and implement process improvements to enhance efficiency and customer satisfaction.
- Leverage technology and tools to improve call centre operations. Stay informed about industry trends and advancements.
- Prepare and present regular reports on call centre performance, challenges, and improvement initiatives to senior management.
- Ensure all call centre activities comply with company policies, industry regulations, and legal requirements.
- Maintain accurate and up-to-date documentation of procedures, policies, and staff performance records.
- Achieve and maintain target metrics for call handling time, customer satisfaction, and resolution rates.
- Ensure all team members are adequately trained and consistently meet performance standards.
- Enhance customer satisfaction by continuously improving service quality and responsiveness.
- Implement at least three significant process improvements within the first year to boost efficiency and service quality.

**Job Required**:
**Education and Experience**:

- Bachelor's degree in Business Administration, Communication, or a related field.
- A minimum of 5-8 years of experience in a Call Centre, with at least 3-4 years in a managerial role.
- Professional certification in call centre management, customer service, or relevant areas (optional but preferred).
- Ongoing professional development through courses or certifications in management, technology, or customer service.

**Skills and Abilities**:

- Strong leadership skills with the ability to manage, motivate, and guide a team.
- Excellent communication skills, both verbal and written, with a focus on customer service.
- Proficiency in managing day-to-day operations, including staffing, scheduling, and performance tracking.
- Strong analytical skills with the ability to assess performance data and implement improvement strategies.
- Familiarity with call centre software and CRM systems, with the ability to integrate new technology.
- Experience in training and developing employees to enhance their skills and performance.
- Strong time management and organizational skills, with the ability to manage budgets and resources efficiently.

**Technical Skills**:

- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Proficiency in using call centre software, including CRM systems, auto-diallers, and workforce management tools.
- Experience with data analysis software for tracking and reporting on key performance indicators (KPIs).
- Familiarity with telecommunication systems and technologies, such as VoIP and cloud-based contact centre platforms.
- Ability to implement and optimise call routing, IVR systems, and other call centre technologies.
- Competence in troubleshooting technical issues related to call centre hardware and software.
- Experience in integrating new technologies and automation tools to enhance call centre efficiency.
- Strong understanding of data security and compliance requirements related to customer information and communication.

**Professional Attributes**:

- High ethical standards and integrity.
- Strong attention to detail and accuracy.
- Ability to work under pressure and handle complex situations.
- Proactive and self-motivated with a strong sense of initiative.
- Commitment to confidentiality and discretion in handling sensitive information.
- Ability to foster a colla

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