We specialized in
CALL CENTER
we specialize in connecting talented professionals with dynamic organizations, offering tailored HR solutions that empower growth and success. Our mission is to help both businesses and individuals achieve their full potential by creating meaningful, impactful connections.
Office Phone
+971 564340358
Customer Service Roles
CUSTOMER SERVICE REPRESENTATIVE
The front-line role in a call center, responsible for answering customer inquiries, resolving complaints, processing orders, and providing product or service information. They may handle inbound or outbound calls.
CALL CENTER AGENT
Similar to a CSR, they handle inbound or outbound calls, address customer issues, and provide solutions or direct customers to the appropriate department.
TECHNICAL SUPPORT REPRESENTATIVE
Provides troubleshooting assistance for customers experiencing technical issues with products or services. They may handle calls related to software, hardware, or product functionality.
CUSTOMER SUPPORT SPECIALIST
Handles more complex customer queries, often requiring a deeper knowledge of the product or service. They resolve issues that can’t be handled by standard agents and may escalate matters as needed.
HELP DESK TECHNICIAN
Focuses on resolving technical issues, often related to IT or software services, by guiding customers through troubleshooting steps or troubleshooting problems directly.
Sales Roles
SALES AGENT/ REPRESENTATIVE
Handles outbound calls to generate sales, follow up on leads, and promote products or services. They are often responsible for meeting sales targets and engaging with potential clients.
TELEMARKETER
A specific type of sales representative who focuses on making outbound calls to sell products, services, or subscriptions. This role involves cold calling and following up on leads.
SALES SUPPORT REPRESENTATIVE
Supports the sales team by answering customer queries, assisting with order processing, and handling logistics to ensure smooth sales operations.
LEAD GENERATION SPECIALIST
Focuses on identifying and generating new leads through outbound calls or market research. They qualify prospects and pass on leads to the sales team for follow-up.
Supervisory & Management Roles
CALL CENTER SUPERVISOR
Manages and oversees the daily activities of a team of agents, ensuring that performance goals and service level targets are met. They handle escalated customer issues and ensure that agents adhere to company policies.
TEAM LEADER
Provides guidance and support to a specific group of call center agents, helping them with performance, training, and resolving customer complaints. They ensure that daily goals are met and provide coaching for improvement.
CALL CENTER MANAGER
Oversees the entire call center operation, setting objectives, managing team leaders, and ensuring that the call center achieves performance targets, such as customer satisfaction, call volume, and efficiency.
OPERATIONS MANAGER
Focuses on optimizing the operational side of the call center, managing workflows, scheduling, and ensuring effective resource allocation. They often collaborate with other departments to improve performance and efficiency.
Quality Assurance & Training
QUALITY ASSURANCE (QA) ANALYST
Monitors and evaluates calls to ensure that customer service standards are met. They provide feedback to agents, identify areas for improvement, and help develop training programs to enhance performance.
TRAINER / TRAINING COORDINATOR
Develops and delivers training programs for new and existing call center agents. They focus on improving skills, product knowledge, communication techniques, and compliance with company policies.
PERFORMANCE ANALYST
Tracks and analyzes the performance of agents and teams based on KPIs (Key Performance Indicators) such as call resolution times, customer satisfaction, and sales. They work closely with management to implement improvement strategies.
Support Roles
WORK FORCE MANAGEMENT (WFM) SPECIALIST
Plans and manages call center staffing schedules, ensuring that enough agents are available to handle customer volume at peak times. They also forecast call volumes and track attendance.
OPERATIONS SUPPORT SPECIALIST
Supports the operational side of the call center by handling logistical tasks, such as coordinating between departments, managing documentation, and ensuring smooth daily operations.
CUSTOMER RETENTION SPECIALIST
Focuses on retaining existing customers by addressing their concerns, offering solutions, and preventing churn. This role often involves offering incentives or upgrades to keep customers satisfied.
Technical & IT Support Roles
IT SUPPORT SPECIALIST
Provides internal support to the call center agents by troubleshooting and resolving technical issues related to the call center software, systems, and equipment.
CALL CENTER SYSTEMS ADMINISTRATOR
Manages and maintains the software and hardware used in the call center, ensuring everything runs efficiently and the necessary tools are available for agents to perform their work.
CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SPECIALIST
: Manages and optimizes the CRM system, ensuring agents have access to accurate customer data and can track customer interactions efficiently.
Administrative & Back-Office Roles
CALL CENTER ADMINISTRATOR
Handles administrative tasks, such as managing schedules, organizing data, processing reports, and ensuring compliance with company policies and regulatory requirements.
DATA ENTRY CLERK
Enters and updates customer information into the call center’s database, ensuring that all records are accurate and up to date.
DOCUMENT CONTROL SPECIALIST
Manages and organizes important documentation related to customer accounts, contracts, and service agreements. They ensure all records are accurate and accessible for call center operations.
Compliance & Regulatory Roles
COMPLIANCE OFFICER
Ensures that the call center adheres to industry regulations, company policies, and legal requirements. This role may involve monitoring agents for compliance with scripts, privacy laws, and data protection regulations.
RISK AND FRAUD ANALYST
Identifies and analyzes potential risks, fraud activities, and suspicious transactions in the call center. They work to ensure that customer data is protected and that the call center avoids financial or reputational risks.
Business Intelligence & Analytics
BUSINESS ANALYST
ollects and analyzes data related to call center operations, helping management identify trends and opportunities for improvement. They provide insights into customer behavior, service quality, and agent performance.
REPORTING SPECIALIST
Creates detailed reports on key performance indicators (KPIs), customer satisfaction, call volume, and other metrics. They help management make informed decisions by presenting data in a clear and actionable way.
Remote & Virtual Call Center Roles
REMOTE CALL CENTER AGENT
A customer service or sales agent who works from home, answering calls, assisting customers, and meeting performance targets. This role has grown with the rise of remote work and virtual call centers.
VIRTUAL CALL CENTER MANAGER
Manages a team of remote agents, ensuring they stay motivated, productive, and adhere to call center performance standards. They often work with distributed teams across various locations.