Call Center Manager

2 weeks ago

Doha, Qatar Ajwan Group Full time

**Job Title**: Call Center Manager
**Location**: Doha, Qatar
**Company**: AJWAN HOSPITALITY GROUP OF COMPANY

**Responsibilities**:

- Oversee and manage daily operations of the call center to ensure smooth workflow.
- Lead, mentor, and motivate a team of call center agents to consistently achieve KPIs and targets.
- Design and implement customer service strategies to enhance satisfaction and loyalty.
- Handle escalated customer complaints and resolve complex issues effectively and professionally.
- Monitor and analyze team performance metrics; prepare detailed reports for senior management.
- Develop and enforce standard operating procedures (SOPs) and quality standards.
- Identify training needs and organize workshops to improve team skills and performance.
- Collaborate with other departments to align call center operations with business goals.
- Manage workforce planning, scheduling, and resource allocation efficiently.
- Stay updated with industry trends and introduce innovative practices to improve call center operations.

**Requirements**:

- **Must be Arabic Nationality**.
- Proven experience as a Call Centre Manager, preferably in the **F&B industry**.
- Strong leadership, communication, and problem-solving skills.
- Ability to manage large teams and perform under pressure.
- Bachelor’s degree in Business, Management, or related field preferred.
- Fluency in Arabic and English.

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