Call Center Manager

1 week ago

Doha, Qatar Ajwan Group Full time

**Previous Experience as a Manager is Mandatory.**

**Job description**
- **Supervising Call Center Operations**: Oversee the day-to-day operations of the call center, ensuring smooth functioning and adherence to protocols.
- **Team Management**: Lead and motivate the call center team to achieve performance targets and provide excellent customer service.
- **Training and Development**:Train new hires and provide ongoing coaching and development opportunities to improve team performance.
- **Performance Monitoring**:Monitor call center metrics such as call volume, wait times, and customer satisfaction scores to identify areas for improvement.
- **Quality Assurance**: Ensure that calls are handled professionally and in accordance with company standards. Conduct quality assurance checks and provide feedback to agents.
- **Problem Resolution**:Handle escalated customer inquiries and complaints, resolving issues promptly and effectively to ensure customer satisfaction.
- **Resource Allocation**:Allocate resources effectively to meet service level agreements (SLAs) and optimize operational efficiency.
- **Reporting**: Prepare and analyze reports on call center performance, identifying trends and recommending improvements.
- **Technology Utilization**: Familiarize with call center software and tools, ensuring optimal utilization to enhance productivity and service quality.
- **Compliance**: Ensure compliance with company policies, procedures, and regulatory requirements in all call center activities.

**Qualifications**
- 3 years experience in Team Handling
- 2-5 years Experience in Training and Development
- Proven experience in Food and Beverage customer service.
- Previous experience working in call centers, preferably within international fast food brands.
- Proven Experience in handling a team.

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