About this role
At Mashreq, we are looking for an experienced and passionate individual to join our CXC - RBG - DBC RAK Call Center team. As the Manager of the Premium Call Centre, you will play a vital role in enhancing our client's experience and conduct. Your primary responsibility will be to manage and optimize the Contact Centre's operations, with a key focus on digitizing processes and encouraging self-service options.
- Manage and lead the Contact Centre team, ensuring efficient and effective operations.
- Drive digitization initiatives to enhance customer self-service capabilities.
- Develop and implement strategies to improve customer experience and satisfaction.
- Monitor and analyze call centre performance, identifying areas for improvement.
- Collaborate with cross-functional teams to align with business objectives.
- Ensure compliance with regulatory standards and internal policies.
- Provide regular performance feedback and coaching to team members.
- Stay updated with industry trends and best practices in call centre management.
- Build and maintain strong relationships with key stakeholders.
- Oversee the implementation of new technologies and systems.
- Bachelor's degree in Business Administration, Management, or a related field.
- Minimum 5 years of experience in a call centre management role.
- Proven track record of successfully leading and managing a team.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
- Proficiency in using call centre management software and tools.
- Ability to work in a fast-paced, dynamic environment.
- Experience in developing and implementing digitization strategies.
- Knowledge of customer experience best practices.
- Willingness to embrace change and drive innovation.