Call Center Manager

Company Description

House of Light is a leading provider of integrated lighting products and services. With over 8 years of experience, our company has established itself as a market leader in Kuwait. Founded by experts and professionals, House of Light is known for its commitment to excellence, innovation, collaboration, and quality customer service. We offer a range of services including retail, business development, projects, and light design. At House of Light, we foster a supportive work environment where our team is considered family, and we strive to create a creative atmosphere that enhances productivity and promotes team development.

Key Responsibilities:

- Team Leadership: Provide direction and motivation to the Customer Care and Sales team, ensuring the achievement of performance metrics.

- Performance Management: Monitor team performance through key performance indicators (KPIs) and implement feedback mechanisms to drive continuous improvement.

- Strategic Development: Develop and implement innovative strategies to enhance service quality and boost sales figures.

- Reporting and Analysis: Compile and present detailed performance reports to senior management, highlighting successes, challenges, and actionable insights.

- Issue Resolution: Effectively address and resolve customer complaints to maintain high levels of customer satisfaction.

- Training and Development: Design and conduct training programs to enhance team skills and ensure professional growth.

- Cross-Department Collaboration: Work collaboratively with other departments to achieve common goals and optimize the overall customer experience.

- Team Engagement: Foster a positive and energetic work environment to maintain high morale and motivate the team towards excellence.

- Sales Management: Establish clear sales targets and oversee the implementation of robust sales plans and marketing initiatives.

- Data-Driven Decisions: Analyze sales data to identify trends, opportunities, and areas for improvement to drive sales performance.

- Customer Engagement: Build strong relationships with potential customers and convert them into loyal clients through exceptional service and offers.

Qualifications:

- Education: Bachelor's degree in business administration, Marketing, or a related field.

- Experience: A minimum of 5-7 years in customer care or sales within a call center environment, with at least 2 years in a supervisory or leadership role.

- Leadership Skills: Proven ability to lead, mentor, and manage a diverse team effectively.

- Analytical Skills: Strong ability to analyze performance data and make informed decisions.

- Communication Skills: Excellent verbal and written communication skills in both English and Arabic.

- Stress Management: Ability to perform under pressure and meet tight deadlines.

- Technical Proficiency: Familiarity with call center technologies and Customer Relationship Management (CRM) systems.

- Sales Acumen: Deep understanding of sales processes and marketing strategies