Job Description:
The Call Center Operations Manager in Al Khor is responsible for leading and optimizing the performance of a customer contact center, ensuring service excellence, operational efficiency, and alignment with business targets. This role manages daily operations, supervises team leaders and agents, and oversees all aspects of service delivery, from workforce scheduling to quality assurance.
Key responsibilities include monitoring call metrics (AHT, FCR, CSAT), implementing training and coaching initiatives, optimizing call routing systems, and ensuring adherence to SLAs. The manager also identifies process improvement opportunities, handles escalated customer issues, and coordinates with HR and IT to maintain a productive, well-supported environment.
This position is essential for ensuring that the contact center meets both customer expectations and organizational goals, providing a positive, high-quality experience across all customer touchpoints.
Job Requirement:
Education: Bachelor’s degree in Business Administration, Communications, or Contact Center Management. Certifications in call center operations or ITIL are advantageous.
Experience: 6–8 years in contact center operations, including at least 3 years in a managerial role.
Skills:
Strong leadership and performance management capabilities.
Proficiency with call center software and workforce management tools.
Excellent analytical skills and familiarity with contact center KPIs.
Ability to lead high-performing teams in a fast-paced environment.
Language: Fluency in English is essential; Arabic is highly preferred.
Other Requirements:
Experience in large-scale team supervision and multi-shift operations.
Strong customer service ethos and communication skills.
Proven ability to implement efficiency and quality control initiatives.
Resilient and adaptable to dynamic operational demands.
