Assistant Call Center Manager

We are hiring an Assistant Call Center Manager to join our team in Eastern Province, Saudi Arabia. As an Assistant Call Center Manager, you will be responsible for assisting in the management of our call center operations. This includes overseeing the day-to-day activities of the call center, ensuring excellent customer service, and optimizing call center performance. The ideal candidate will have previous experience in call center management and a strong understanding of call center operations.

Responsibilities:

1. Assist in the management of the call center operations, including overseeing the day-to-day activities of the call center.
2. Ensure that the call center operates efficiently and effectively, meeting or exceeding performance targets.
3. Monitor call center performance metrics, analyzing data and implementing improvements as needed.
4. Assist in the development and implementation of call center policies and procedures.
5. Train and coach call center agents to deliver excellent customer service.
6. Handle escalated customer complaints and resolve issues in a timely and satisfactory manner.
7. Conduct regular performance evaluations of call center agents and provide feedback for improvement.
8. Collaborate with other departments to improve overall customer experience and satisfaction.
9. Stay up-to-date with industry trends and best practices in call center management.

Preferred Candidate:

1. Bachelor's degree in Business Administration or a related field.
2. Proven experience in call center management, with a minimum of 3 years of experience.
3. Strong leadership and management skills, with the ability to motivate and inspire a team.
4. Excellent communication and interpersonal skills.
5. Ability to analyze data and make data-driven decisions.
6. Customer-focused mindset and a commitment to providing excellent customer service.
7. Ability to handle and resolve customer complaints in a professional and satisfactory manner.
8. Proficiency in call center software and CRM systems.
9. Strong problem-solving skills and the ability to think critically.
10. Ability to work well under pressure and in a fast-paced environment.