Contact Center Operations Manager
21 hours ago
ECCO Gulf WLL is seeking an experienced Contact Center Operations Manager to join our team in Doha, Qatar.
Key Responsibilities- Develop and implement strategic workforce management plans to optimize staffing and scheduling.
- Monitor real-time call center performance metrics and adjust resources as needed to maintain service levels.
- Analyze historical data to forecast call volume and determine staffing requirements.
- Collaborate with team leaders to address staffing challenges and improve operational efficiency.
- Prepare and present reports on workforce performance and productivity metrics.
- Ensure compliance with industry regulations and company policies.
Required Skills and Qualifications:
- Proven experience in contact center operations, preferably in a leadership role.
- Strong analytical and problem-solving skills.
- Proficiency in workforce management software and tools.
- Excellent communication and leadership abilities.
- Ability to work collaboratively in a fast-paced environment.
Benefits:
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness benefits.
- Opportunities for career advancement and professional development.
- Supportive and collaborative work culture.
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