Job Description

URGENT HIRING!!! CALL CENTER MANAGER (ARABIC SPEAKER)

Key Responsibilities:

• Team Management: Recruit, train, and supervise call center staff. Conduct performance evaluations and provide coaching and development.
• Operational Management: Oversee daily operations, including scheduling, resource allocation, and workflow management. Ensure adherence to company policies and procedures.
• Performance Monitoring: Track key performance indicators (KPIs) and service levels. Implement strategies to improve performance and achieve targets.
• Customer Service: Handle escalated customer issues and complaints. Ensure a high standard of customer service is maintained.
• Process Improvement: Identify and implement process improvements to enhance efficiency and service quality. Utilize data analysis to drive decision-making.
• Reporting: Prepare and present regular reports on call center performance to senior management. Provide insights and recommendations for improvement.
• Budget Management: Manage the call center budget, including staffing, training, and technology expenditures.
• Technology Management: Oversee the implementation and maintenance of call center technology and systems. Ensure staff are trained on and effectively use these systems.
• Compliance: Ensure compliance with relevant regulations and industry standards. Maintain up-to-date knowledge of best practices in call center management.
• Collaboration: Work closely with other departments to ensure alignment of goals and strategies. Foster a collaborative and supportive work environment.

Qualifications:

• Bachelor's degree in Business Administration, Management, or related field.
• Proven experience as a Call Center Manager or similar role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to interpret data and make informed decisions.
• Proficiency in call center software and technology.
• Strong organizational and time-management abilities.
• Ability to handle high-pressure situations and resolve conflicts effectively.
• Knowledge of customer service principles and practices.
• Certification in call center management or related fields is a plus.

Job Type: Full-time