Contact Center Manager
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Key skills for this role
About the Role
Sobha LLC seeks a Contact Center Manager in Dubai to lead a team of at least 15 agents handling inbound/outbound interactions. Responsibilities include monitoring operations, performance reviews, escalation handling, and process improvements.
Key Skills for This Role
Full Job Posting
Overview
- Lead, manage, and motivate a team of
- minimum 15 contact center agents
- handling inbound/outbound customer interactions.
- Monitor daily operations to ensure
- service levels, productivity, and quality standards
- are consistently met.
- Conduct regular
- performance reviews, coaching sessions, and feedback discussions
- to enhance team effectiveness.
- Ensure compliance with organizational policies and industry best practices.
- Handle escalations and provide timely resolutions to ensure
- customer satisfaction
- .
- Prepare and present
- performance reports and insights
- to management.
- Implement process improvements to enhance operational efficiency and customer experience.
- Support hiring, onboarding, and training of new agents.
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