a focus on customer satisfaction, and an understanding of the real estate industry.
Key Responsibilities:Team Leadership: Recruit, train, and supervise call centre agents, providing ongoing coaching and support to ensure high performance.Operational Management: Oversee daily operations of the call center, ensuring efficient workflow and adherence to company policies and procedures.Performance Monitoring: Analyse call centre metrics and performance data to identify trends, develop strategies for improvement, and report findings to upper management.Customer Service: Excellence: Implement best practices to enhance customer service quality, ensuring that all client interactions are handled professionally and effectively.Training and Development: Develop and conduct training programs for agents to improve product knowledge, communication skills, and customer service techniques.Conflict Resolution: Address escalated customer issues and complaints promptly, ensuring a satisfactory resolution and maintaining positive client relationships.Collaboration: Work closely with other departments, such as sales and marketing, to align call centre activities with overall business goals and strategies.
Qualifications:Bachelor’s degree in Business.3 years of proven experience in a call centre management role, preferably in the real estate industry.Strong leadership and team management skills.Excellent communication and interpersonal skills.Ability to analyse data and make informed decisions.Proficient in call centre software and Microsoft Office Suite.Knowledge of real estate terminology and practices is a plus.
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