Assistant Call Center Manager
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Key skills for this role
About the Role
We are seeking a high-performing, dynamic Assistant Customer Care Manager (ACCM) to join our growing BPO operations in Dubai. In this role, you will play a pivotal part in leading day-to-day customer care operations, driving team performance, and ensuring the highest standards of service delivery for our clients.
Key Skills for This Role
Full Job Posting
Overview
We are seeking a high-performing, dynamic
Assistant Customer Care Manager (ACCM)
to join our growing BPO operations in Dubai.
In this role, you will play a pivotal part in leading day-to-day customer care operations, driving team performance, and ensuring the highest standards of service delivery for our clients.
Key Responsibilities
- **Operations Manageme**
- nt: Oversee daily customer care operations, ensuring all key performance indicators (KPIs), service level agreements (SLAs), and quality targets are met or exceeded.
- **Team Leadership & Developme**
- nt: Mentor, coach, and manage Team Leaders and Customer Care Executives.
- Conduct regular performance reviews, identify training gaps, and foster a highly motivated team culture.
- **Client & Stakeholder Manageme**
- nt: Act as a key point of contact for clients, participating in operational reviews and translating client requirements into actionable team goals.
- **Process Improveme**
- nt: Analyze operational data and performance metrics to identify bottlenecks, implementing strategic solutions to enhance efficiency and customer satisfaction (CSAT/NPS)
- **Escalation Handli**
- ng: Serve as the senior point of escalation for complex customer issues, resolving problems effectively in both Arabic and English
- **Workforce Collaborati**
- on: Partner closely with Workforce Management (WFM) and Quality Assurance (QA) teams to optimize staffing levels, scheduling, and training initiatives.
Qualifications & Skills
- **Language Profici**
- ency: Native or bilingual fluenc
- y in Arabic and En
- glish (written and verbal) is essential.
- **Experi**
- ence: Minimum of 3–5 years of experience in a BPO / Customer Service environment, with at least 2 years in a supervisory or leadership role as an ACCM.
- **BPO Domain Knowl**
- edge: Strong understanding of BPO metrics (ASA, AHT, FCR, CSAT, Quality Scores) and workforce management principles.
- **Leadership Sk**
- ills: Proven ability to manage, inspire, and drive large teams toward achieving operational excellence.
- **Analytical Sk**
- ills: Data-driven mindset with the ability to interpret operational reports and make strategic decisions.
- **Communica**
- tion: Exceptional interpersonal and negotiation skills, with the comfort level to present to senior leadership and corporate clients.
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