Overview
Contact Center Manager Jobs in Abu Dhabi, UAE at Advanced Digital Gaming Technology (ADGT)
The Contact Center Manager is a multi-faceted individual whose passion for customer service is unquestionable. The incumbent is the company’s champion for delivering world class, ‘24/7’ service to a demanding clientele, who deem the ADGT solution as mission critical to their core business.
The position is suited to an individual who thrives on problem resolution, who enjoys coaching/mentoring others and who will be the service conduit between existing clients and other internal stakeholders.
• Leadership of Technical Support staff to optimize productivity and performance
• Design and implement training plans to ensure adequacy of technical expertise and ‘soft’ skills as per Quality Assurance measures
• Understanding and deployment of industry best practices
• Resolution of escalated, complex issues
• Lead/Chair daily team meetings (charged with reducing client issues/outages)
• Develop and maintain formal business procedures for consistency and increased productivity
• Implement methodologies to improve first call resolution
• Manage customer perceptions, and build strong internal/external relationships
• Identify technology requirements and other resources to maximize customer support effectiveness
• Liaise with Operations and Human Resources in building and maintaining a qualified customer support team through innovative recruitment, training and development
• Implement innovative scheduling models for guaranteed coverage at the lowest costs
• Analyze customer support performance through various statistical and reporting methods
Title: Contact Center Manager
Company: Advanced Digital Gaming Technology (ADGT)
Location: Abu Dhabi, UAE
