Contact Centre Manager

About the role

Mashreq is looking for an experienced and passionate Manager to lead its Contact Centre team within the Client Experience & Conduct Group. The role is responsible for driving customer satisfaction and maintaining high performance, overseeing a dedicated team of UAE National staff and providing leadership and guidance.

Key responsibilities

• Manage and mentor a team of UAE National Contact Centre staff, fostering a positive and productive work environment.
• Ensure the team meets and exceeds key performance metrics such as call handling times, customer satisfaction scores and quality standards.
• Implement and monitor customer service strategies to deliver a consistent, exceptional customer experience.
• Conduct regular performance evaluations and give constructive feedback to promote continuous improvement.
• Collaborate with other departments to resolve customer queries and escalate issues as needed.
• Stay up to date on industry trends and best practices, implementing innovative solutions.
• Address and resolve customer complaints promptly to maintain high customer satisfaction.
• Ensure compliance with all relevant regulations and policies, and maintain a secure and ethical work environment.
• Hold regular team meetings to discuss performance, provide training and address concerns.

Required profile

• Minimum of 5 years of experience in a managerial role within a contact centre or customer service environment.
• Proven track record of managing and motivating a team, preferably in a multicultural setting.
• Excellent communication and interpersonal skills, with strong leadership and decision-making abilities and a customer-centric approach.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Fluency in Arabic and English is highly preferred.
• A relevant degree in Business Administration, Customer Service or a related field is advantageous.

Required skills

• Proficiency in customer relationship management (CRM) systems and other relevant software.
• Analytical skills to interpret data and make informed decisions to improve performance.