Call Center Operations Manager

3 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Arab National Bank Full time

About Us

At Arab National Bank, we strive to deliver exceptional customer experiences through our call center operations. We are seeking a skilled Customer Service Leadership Role to join our team and contribute to our mission.

Job Description

  • Overview: The Supervisor of Customer Experience will lead a team of customer service representatives in the call center, focusing on enhancing customer satisfaction and operational efficiency.
  • Key Responsibilities:
    • Oversee daily call center operations to ensure adherence to company policies and procedures.
    • Manage and mentor a team of customer service representatives, providing guidance and support.
    • Monitor call metrics and performance indicators to identify areas for improvement.
    • Conduct regular training sessions to enhance team skills and product knowledge.
    • Address escalated customer complaints and provide effective resolutions.
    • Implement strategies to improve customer satisfaction and retention rates.
    • Prepare and present performance reports to upper management.
    • Collaborate with other departments to ensure seamless service delivery.
    • Assist in the recruitment and onboarding of new call center staff.
    • Stay updated on industry trends and best practices to enhance call center operations.

Requirements

  • Proven experience in a supervisory role within a call center environment.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Ability to analyze data and make informed decisions.
  • Customer-focused mindset with a passion for service excellence.
  • Proficiency in call center software and CRM systems.
  • Ability to work in a fast-paced environment and manage multiple tasks.
  • Strong problem-solving skills and attention to detail.
  • Fluency in both Arabic and English is preferred.
  • Willingness to work flexible hours, including weekends and holidays.


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