Senior Call Center Manager

3 days ago

Muscat, Muscat, Oman Airswift Full time
Leader in Technology Recruitment - Building Perm, Contract & Outsourced tech teams in the GCC - Operating in Dubai ????????/

Senior Manager – Customer Excellence / Call Center

Full time

Oman born required

Are you passionate about delivering exceptional customer care and leading high-performing teams? We're seeking a dynamic and strategic leader to oversee our clients customer service operations and drive excellence across all touchpoints.

About the Role:

As the Senior Manager – Customer Excellence / Call center, you will be responsible for designing and implementing customer service strategies that align with our commitment to delivering outstanding service. You'll lead and manage end-to-end customer service operations, ensuring that our customers receive the highest level of support and satisfaction.

Key Responsibilities:

  • Strategic Leadership: Develop and execute customer service strategies that enhance the overall customer experience and align with our organizational goals.
  • Team Management: Lead, mentor, and develop a team of customer service professionals, fostering a culture of excellence, accountability, and continuous improvement.
  • Operational Oversight: Oversee daily customer service operations, ensuring efficiency, effectiveness, and adherence to established service standards.
  • Budget Management: Manage departmental budgets, ensuring optimal allocation of resources to meet service objectives.
  • Resource Planning: Allocate and manage resources effectively to meet current and future customer service demands.
  • Performance Monitoring: Establish and monitor key performance indicators (KPIs) to assess service quality and implement improvements as needed.
  • Customer Advocacy: Serve as the voice of the customer within the organization, advocating for customer needs and driving initiatives to enhance customer satisfaction.

Qualifications:

  • Proven experience in a senior customer service or customer experience leadership role.
  • Strong strategic thinking and planning skills.
  • Excellent leadership and team management abilities.
  • Demonstrated ability to manage budgets and resources effectively.
  • Exceptional communication and interpersonal skills.

If you're ready to take on a pivotal role that shapes our customer service landscape and drives the commitment to excellence, we'd love to hear from you.

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