Position: Contact Center Manager
Location: Ajman
Brief:
A BPO (Business Process Outsourcing) Contact Center Manager is responsible for overseeing the day-to-day operations of client projects in a BPO environment. The Contact Center Manager manages a team of managers and ensures that service level agreements are met or exceeded.
Key Responsibilities:
-Manage a team of managers and ensure that they are meeting project targets and deliverables.
-Monitor team performance and provide coaching and feedback to improve results.
-Ensure compliance with client requirements, policies, and procedures.
-Identify process improvements and recommend solutions to enhance efficiency and effectiveness.
-Collaborate with other departments to develop and implement new processes, procedures, and systems to improve service delivery.
-Prepare and analyze reports on operational performance and recommend and implement improvements where necessary.
-Maintain open communication with clients, stakeholders, and team members to ensure project success.
Qualifications:
-Bachelor's degree in business, Operations Management or related field.
-Minimum of 7-10 years of experience in a similar role, with at least 5 years in a BPO environment.
-Proven track record of managing successful BPO projects and delivering results.
-Strong leadership and people management skills with the ability to motivate and inspire teams.
-Excellent communication and interpersonal skills with the ability to build strong relationships with clients and stakeholders.
-Solid understanding of BPO industry trends and best practices.
-Proficient in Microsoft Office and project management tools.
-Good command in both languages Arabic & English is a MUST.
-Six Sigma, Lean and COPC certifications is a plus.