We are seeking a dynamic and experienced Call Center Manager to lead our team in Al Kuwait, Kuwait, within a reputable recruitment and employee placement agency. The ideal candidate will have a strong background in call center operations and management, with a focus on enhancing customer satisfaction and driving operational efficiency. You will be responsible for overseeing daily call center activities, managing a team of agents, and implementing strategies to improve performance metrics. This role requires a strategic thinker with excellent leadership skills who can motivate and develop a team while ensuring that we meet our clients' needs effectively.

Responsibilities:

1. Lead and manage the call center team to achieve performance targets and deliver exceptional customer service.
2. Develop and implement effective call center policies and procedures that enhance operational efficiency.
3. Monitor and analyze call center metrics to identify areas for improvement and implement corrective actions.
4. Provide training and coaching to call center agents to enhance their skills and performance.
5. Collaborate with other departments to ensure seamless communication and resolution of customer inquiries.
6. Conduct regular performance reviews and provide constructive feedback to team members.
7. Manage workforce scheduling to ensure adequate coverage during peak times and maintain service levels.
8. Handle escalated customer complaints and ensure timely resolution to maintain customer satisfaction.
9. Prepare and present reports on call center performance to senior management.
10. Stay updated on industry trends and best practices to continuously improve call center operations.

Preferred Candidate:

1. Proven experience as a Call Center Manager or similar role in a fast-paced environment.
2. Strong knowledge of call center operations and customer service principles.
3. Excellent leadership and team management skills with a motivational approach.
4. Exceptional communication and interpersonal skills to effectively interact with clients and team members.
5. Analytical mindset with the ability to interpret data and make data-driven decisions.
6. Strong problem-solving skills and the ability to handle challenging situations calmly.
7. Ability to thrive in a rapidly changing environment and adapt to new technologies.
8. Proficient in using call center software and CRM systems.
9. Experience in training and developing team members to reach their full potential.
10. Commitment to maintaining a positive and productive work environment.

Skills

• Leadership: The ability to inspire and guide a team towards achieving common goals while fostering a positive work culture.
• Communication: Strong verbal and written communication skills are essential for conveying information clearly and effectively to team members and clients.
• Analytical Skills: Proficiency in analyzing call center metrics to identify trends, performance issues, and opportunities for improvement.
• Problem-Solving: The capability to address and resolve customer complaints and operational challenges efficiently and effectively.
• Technical Proficiency: Familiarity with call center software and CRM tools to manage operations and enhance customer interactions.