Contact Center Manager
Ajman University
Total years of experience :22 years, 3 months
• Lead and supervise a team of contact center representatives, including hiring, training, coaching, and performance management.
• Foster a positive and collaborative work environment, promoting teamwork, professional growth, and employee engagement.
• Set performance goals, monitor KPIs, and conduct regular performance evaluations to ensure high-quality service delivery.
• Develop and implement contact center strategies, policies, and procedures to optimize service delivery and achieve customer satisfaction goals.
• Oversee the day-to-day operations of the contact center, including managing inbound and outbound calls, email communications, live chat, and social media interactions.
• Ensure efficient call routing, escalation procedures, and follow-up processes to meet service level agreements.
• Leading the admission campaign for recruiting prospective students.
• Making sure that all customer service standards are applied during the admission process.
• Selecting the right candidates from our undergraduates and Alumni who can participate with us during the admission campaign.
• In liaison with admission team we follow on the pending files, calling our prospective students to urge them to complete their admission process.
• Participate in the registration process by smoothing the steps, following up with academic advisor and making sure that the students are accommodated in their semester classes.
• Participate in the design of the marketing plans to promote our programs, facilities and student life.
• Preparing a final report to the cabinet regarding the weaknesses, strengths and new programs that prospective students may be interested in.
• Conducting a survey to measure the quality of service and source of marketing tools.
• Ensure a high level of customer service by resolving complex inquiries, complaints, and escalations in a timely and professional manner.
• Monitor customer feedback and implement initiatives to improve customer satisfaction and retention rates.
• Collaborate with relevant departments and stakeholders to gather information and address inquiries accurately and efficiently.
• Develop and deliver comprehensive training programs for contact center representatives, focusing on product knowledge, customer service skills, and university policies.
• Stay updated with university programs, offerings, and policies to provide accurate information to callers and improve overall service quality.
• Monitor contact center performance metrics, including call volume, response time, first-call resolution, and customer satisfaction ratings.
• Analyze data to identify trends, areas for improvement, and implement strategies to enhance operational efficiency and service quality.
• Prepare regular reports and presentations on contact center performance and present findings to relevant stakeholders.
• Identify opportunities to leverage technology, such as CRM systems, telephony solutions, and contact center software, to enhance productivity and customer experience.
• Collaborate with IT teams to implement and maintain contact center technologies and ensure seamless integration with other university systems.
• Continuously review and optimize contact center processes to drive efficiency, streamline workflows, and improve service delivery.
• Train and instruct employees in job duties or company policies or arrange for training to be provided.
• Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
• Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
• Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
• Interpret and communicate work procedures and company policies to staff.
• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
• Resolve customer complaints or answer customers' questions regarding policies and procedures.
• Make recommendations to management concerning such issues as staffing decisions or procedural changes.
• Coordinate activities with other supervisory personnel or with other work units or departments.
• Recruit, interview, and select employees.
• Implement corporate or departmental policies, procedures, and service standards in conjunction with management.
• Consult with managers or other personnel to resolve problems in areas such as equipment performance, output quality, or work schedules.
• Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff.
• Maintain records pertaining to inventory, personnel, orders, supplies, or machine maintenance.
• Research, compile, and prepare reports, manuals, correspondence, or other information required by management or governmental agencies.
• Develop or update procedures, policies, or standards.
• Develop work schedules according to budgets and workloads.
• Design, implement, or evaluate staff training and development programs, customer service initiatives, or performance measurement criteria.
• Monitor inventory levels and requisition or purchase supplies as needed.
• Compute figures such as balances, totals, or commissions.
• Review records or reports pertaining to activities such as production, payroll, or shipping to verify details, monitor work activities, or evaluate performance.
• Analyze financial activities of establishments or departments and provide input into budget planning and preparation processes.
• Arrange for necessary maintenance or repair work.
• Plan for or coordinate office services, such as equipment or supply acquisition or organization, disposal of assets, relocation, parking, maintenance, or security services.
• Keep informed of provisions of labor-management agreements and their effects on departmental operations.
• Coordinate or perform activities associated with shipping, receiving, distribution, or transportation.
• Plan layouts of stockrooms, warehouses, or other storage areas, considering turnover, size, weight, or related factors pertaining to items stored.
• Discuss work problems or grievances with union representatives.
• Motivating and inspiring the team to surpass their potential.
• Improving the team and facilitating the communication among the members of team.
• Exceeding and meeting departmental objectives, including conversion targets, and lead generation.
• Creating sense of ownership within the employees and resolving employee issues, if any.
• Encouraging, supporting, and motivating actively one’s peer team.
• Looking constantly for development as well as continuous improvement for the entire team.
• Monitoring, organizing, and coaching team on a day¬-to-¬day basis.
• Communicating the company’s purpose, core values, vision to the front employees.
• Ensuring that the employees follow their schedules properly as designed.
• Striving for new ways continually, to increase the opportunities of sales.
• Handling escalated calls, complaints, questions, and queries as necessary.
• Facilitating cross-¬functional communication within employees for improved working condition.
• Creating a conductive work environment for all the call center’s employees.
• Carrying out team meetings and actively participating in the monthly and weekly meetings.
• Documenting general reports on each team member’s performance and targets as well as ensuring that they exceed the targets.
• Support and provide superior service via phones, e-mails and faxes as a receiver and caller
• Use questioning and listening skills that support effective telephone communication.
• Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
• Understand the impact of attitude in handling calls professionally
• Effectively deal with job stress, angry callers, and upset customers
• Use the most appropriate way to communicate with different behavior types on the telephone.
• Apply the elements of building positive rapport with different types of customers over the phone.
• Apply the proper telephone etiquette to satisfy various customer situations.
• Apply appropriate actions to effectively control a telephone call.
• Identify voice skills and how to enhance a good telephone presentation.
• Meets commitments to customers
• Other duties as assigned.
• Display Time flexibility towards shifts as per work floor requirements
• Responsible for dealing with customers’ inquiries related to the international and local standards.
• Guiding the customers to complete the process of having their product conformed to the local or the international standards.
• Preparing for meetings and conferences with the similar organizations abroad.
• Average Grade: Good.