Manager – Contact Center

1 week ago

Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

Purpose: Highly Qualified & experienced leader to perform remarkable service delivery of telco Contact Centre

Context: Working closely with the customer in terms of service delivery, maintaining customer relation, resolving gaps in BAU operations.

Role Accountabilities:

  • Developing and improving customer interaction and voice response systems; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
  • Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
  • Prepares call center performance reports by collecting, analysing, and summarizing data and trends.
  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Conducting effective resource planning to maximize the productivity of resources (people, process and technology).
  • Lead a customer care strategy focusing on service delivery and operational excellence working with key strategic partners to deliver all assisted and non-assisted service touchpoints.
  • Create a strategy to delivery inbound and outbound service excellence and develop innovation strategies to ensure delivery of Digi-care and automation in line with brand and experience requirements.
  • A good understanding of the market dynamics in the Telecom sector.
  • Lead the development and delivery of the digital transformation strategy as part of the local company and in line with the global Group strategy.
  • Ensure digital channels and operations deliver on our commercial and service priorities focusing on driving satisfaction, commercial return and efficiency.
  • Setting up & maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets for the process & team.
  • Driving culture change and creating framework for implementation of Lean and Six Sigma initiatives.
  • Formulating operational goals, short term / long term budgets and developing plans for the achievement of these goals for various processes
  • Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets
  • Closely work with the other departments (HR, OPS, Technology, Finance) to engage them in the execution of the strategy
  • Developing objectives for the call centre's day-to-day activities
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Designing new processes & improving existing processes through process re-design & organizational restructuring

Minimum Experience & Skills

  • Highly creative with experience in identifying target audiences and devising campaigns that engage, inform and motivate
  • Up to date with the latest merchandising trends and best practices
  • Excellent verbal and written communications skills
  • Strong listening, presentation, and decision-making skills
  • Commercial acumen and the ability to "decode" customers

Minimum Qualifications

  • Minimum 10 years of relevant experience
  • Hands on knowledge about Call centre operations
  • Strong customer service competencies
  • Bachelor's degree in related field
#J-18808-Ljbffr

  • Contact Center

    1 week ago

    Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

    About The RoleWe are currently recruiting for Senior Operations Officer – Technology for Customer Contact Centre in Doha.As Senior Operations Officer, you will be responsible for supporting the implementation, administration and management of integrated global Contact Center software applications. You will be responsible for the implementation of...

  • Contact Center Officer

    1 week ago

    Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

    About the role:Hamad International Airport is a dynamic and innovative aviation company dedicated to delivering exceptional customer experience. We are seeking a motivated Contact Centre Officer (Arabic Speaker) to join our team and play a pivotal role in providing outstanding service to our valued customers.Responsibilities:Manage service level of all...

  • Call Center Manager…

    4 days ago

    Doha, Baladīyat ad Dawḩah, Qatar hravailable Full time

    Job DescriptionCall Center Manager / Customer Experience Manager / Customer Support ManagerResponsibilitiesManage the overall operations of the call center, including inbound and outbound customer interactions.Develop and implement strategies to enhance customer follow-up, relationship management, and customer loyalty.Create and maintain a customer database,...

  • Call Center Manager

    4 days ago

    Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

    Heroes of the Hotel, our Reservations Team have impeccable attention to detail and pride in the work they do. Our amazing Reservations team ensure our guests truly experience a luxurious, unforgettable 5* stay.We are looking for an experienced and passionate Call Center Manager (Rooms & F&B) to deliver exceptional guest experience. You will have exceptional...

  • Call Center Specialist

    5 days ago

    Doha, Baladīyat ad Dawḩah, Qatar QNB Group Full time

    Job DescriptionConduct business over the telephone, utilizing advanced contact technology to provide utmost customer service.Achieve Key Performance Indicators (KPIs) like average time taken to answer calls, resolve queries/process, number of call requests attended to in a day, etc., for the entire Customer Care Center.Requirements:Diploma degree graduate...

  • IT Manager Center of Excellence

    1 week ago

    Doha, Baladīyat ad Dawḩah, Qatar Camfil Middle East FZCO Full time

    Bachelors in Computer Application(Computers)Nationality: Any NationalityVacancy: 1 VacancyJob DescriptionAbout the roleCamfil is hiring an IT Manager, Center of Excellence to support and develop our complex and growing business.The Center of Excellence Manager is responsible for delivering technical and functional services from the Business Requirements and...

  • Gulf Center Operations Director

    5 days ago

    Doha, Baladīyat ad Dawḩah, Qatar Gulf Center for Food Stuff Full time

    In the ever-evolving food and beverage landscape, Gulf Center for Food Stuff stands out as a leader in innovation and sustainability. We invite experienced professionals to join our esteemed team and contribute to our mission of advancing the industry. Key responsibilities include developing and implementing strategic plans to drive business growth.Required...

  • Call Center Representative

    1 week ago

    Doha, Baladīyat ad Dawḩah, Qatar ECCO Gulf WLL Full time

    Job DescriptionJoin ECCO Gulf Majorel Qatar as a Call Center Representative - Banking in Doha, Qatar. This role is perfect for professionals and job starters who are eager to grow their careers in the banking sector. As a Call Center Representative, you will be the first point of contact for our valued customers, providing exceptional service and support....

  • Call Center Team Lead

    4 days ago

    Doha, Baladīyat ad Dawḩah, Qatar hravailable Full time

    Job OverviewAt HR Available, we are committed to delivering exceptional customer experiences through our call center team. As a Call Center Team Lead, you will play a crucial role in managing the overall operations of the call center and leading a team of customer service representatives.Key ResponsibilitiesTeam Management: Supervise and develop a team of...

  • Senior Writing Center Instructor for VCUarts Qatar

    5 days ago

    Doha, Baladīyat ad Dawḩah, Qatar Intl. Parking Inst Full time

    Senior Writing Center Instructor for VCUarts QatarBenefits of working at VCUAll full-time university staff are eligible for VCU's robust benefits package that includes: comprehensive health benefits, paid annual and holiday leave granted up front, generous tuition benefit, retirement planning and savings options, tax-deferred annuity and cash match programs,...

  • Network and Data Center Manager

    3 days ago

    Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

    As Senior Network and Terminals Manager at The Group Securities, you will play a crucial role in ensuring the smooth operation of our IT infrastructure.Your key responsibilities will include:Developing and implementing plans to improve system stability, data protection, and communication network efficiency.Staying up-to-date with the latest technological...

  • Call Center Application Consultant

    2 days ago

    Doha, Baladīyat ad Dawḩah, Qatar Starlink Qatar Full time

    Job DescriptionStarlink Qatar is seeking a skilled Call Center Application Consultant to join our team. The successful candidate will be responsible for ensuring the smooth operation, maintenance, and troubleshooting of IT applications used in call center environments.Key Responsibilities:Participate in incident response, root cause analysis (RCA), and...

  • Road Management Center Operations Manager

    5 days ago

    Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

    Job OverviewThe ideal candidate will have a strong background in road management operations, with experience in improving efficiency and ensuring compliance. The role requires effective leadership and communication skills to work with various stakeholders.Key ResponsibilitiesDevelop and recommend strategies to enhance operational efficiency and effectiveness...

  • Network and Data Center Manager

    5 days ago

    Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

    Company Overview:The Group Securities is a leading investment organization in the finance industry, dedicated to delivering exceptional investment services to its clients.Job Description:Lead the technical operations team to ensure seamless delivery of IT infrastructure services.Key Skills and Qualifications:15 years of experience including 5+ years as a...

  • Call Center Operations Director

    5 days ago

    Doha, Baladīyat ad Dawḩah, Qatar ECCO Gulf WLL Full time

    ECCO Gulf Majorel Qatar is a leading service industry player seeking an experienced Call Center Work Force Manager to oversee workforce management operations in Doha, Qatar.Job SummaryThis role involves strategic planning, monitoring, and analyzing workforce metrics to enhance productivity and service quality. The ideal candidate will possess excellent...

  • Data Center Channel Manager

    5 days ago

    Doha, Baladīyat ad Dawḩah, Qatar MBCOM Technologies Full time

    About MBCOM TechnologiesMBCOM Technologies is a leading provider of IT solutions and services, serving customers across Africa, CIS, Eastern Europe, Levant, and Middle East.We are committed to delivering innovative and effective solutions that meet our customers' evolving needs.Our team of experts has extensive experience in Data Center Technologies and is...

  • Call Center Director

    2 days ago

    Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

    About the Role:Determine the Call Centre operational strategy by conducting reviews, capacity planning, and cost/benefit analyses; evaluating state-of-the-art technologies; defining user requirements and customer-service standards, contributing to organizational strategic plans and reviews.Develop and improve customer interaction and voice response systems;...

  • Enterprise Data Center Lead

    5 days ago

    Doha, Baladīyat ad Dawḩah, Qatar People Dynamics Full time

    Job SummaryWe are looking for a highly skilled Enterprise Data Center Lead to join our team at People Dynamics.The ideal candidate will have extensive experience in designing, implementing, and maintaining data center infrastructure, as well as leading cross-functional teams.The successful candidate will be responsible for:Designing and implementing data...

  • Security Operations Center Manager

    2 days ago

    Doha, Baladīyat ad Dawḩah, Qatar Salt Full time

    We are seeking a highly skilled and experienced SOC Lead to join our team at Salt. The successful candidate will be responsible for leading a team of security analysts and engineers, ensuring proactive threat detection, incident response, and continuous improvement of security operations.About the RoleThe ideal candidate will have strong technical expertise,...

  • Network & Data Center Engineer

    1 week ago

    Doha, Baladīyat ad Dawḩah, Qatar Nakilat Full time

    Support the overall direction of design, installation and maintenance of routing / switching, LAN / WAN / Wireless, Network Security along with centralized storage for the Company and its joint ventures.AccountabilitiesKey Accountabilities :Infrastructure Design and Maintenance :Handle, monitor and troubleshoot switches, wireless infrastructure, and other...