Job Description

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.