Raya Trade; a subsidiary of Raya Holding for Financial Investments is looking to hire a Call Center Manager with the below responsibilities and qualifications.
Develop and implement call center objectives that align with Raya Trade goals.
Analyze call center data to identify trends, opportunities for improvement, and areas for resource allocation.
Develop and implement data-driven strategies to enhance call center efficiency, effectiveness, and customer satisfaction.
Recruit, hire, train, and coach a high-performing team of call center Team Leaders.
Conduct performance reviews, provide ongoing feedback, and implement development plans for the department.
Monitor call quality and ensure adherence to customer service standards and Raya Trade policies.
Analyze customer feedback to identify areas for improvement and implement changes to enhance the customer experience.
Work with IT to maintain call center technology and identify opportunities for system improvements.
Work cross-functional with operations industry to achieve call center target.
Monitor call center metrics with the team leaders to handle the average customer satisfaction and sales targets
Present reports to upper management and communicate key call center insights.
