Call Center Manager

Full Time @ Supreme Committee for Delivery & Legacy Sector: Call Center
  • Doha, Qatar
  • Date Posted : May 23, 2022
  • Salary: Negotiable
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About the job

*CONTRACT ROLE FOR 10 MONTHS*

Job summary

The Call Center Manager provides proactive leadership in a fast-paced Call Center environment. The role would be expected to ensure the contact centre operations delivers the required performance, being committed to delivering a great Hayya FAN ID customer contact experience through a variety of customer contact channels. The position requires the ability to lead the team in achieving their targets while having targets to meet personally as well. The individual serves as a coach and mentor for direct reports with a “lead by example” approach in hitting targets and holding themselves and their teams accountable for performance. The position includes engagement in hiring, training, coaching, other administrative activities and requires effective interpersonal and oral/written communication skills. This individual develops and maintains systems and processes and is a liaison between department and management. The manager is focused on meeting and exceeding service level targets in our mission critical, event oriented company. It is also critical that the Manager develops and maintains a positive work environment and culture.

Key responsibilities

  • Maintain meeting and exceeding personal and goals (e.g. appointments with outbound calls etc.).
  • Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and supporting the development of your team to ensure better performance and succession planning.
  • Improve production levels of the team through daily and weekly team meetings and coaching sessions.
  • Work with Management to coordinate new hire and continuing education training.
  • Review analysis of teams’ performance; help ensure agent production on a daily basis in order to meet goals.
  • Manage the maintenance of data integrity to ensure policies and procedures are properly followed.
  • Maintain and make recommendations to improve practices. Prepare and deliver team performance reviews.
  • Responsible for call center performance reporting by collecting, analyzing and summarizing data and trends
  • Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
  • Manage personal and team execution guidelines.
  • Uphold the highest level of customer service.
  • Manage the customer experience as it relates to the relaying proper information.
  • Participate in continuous process improvement activities as part of the contact center team.
  • Maintain proper use of CRM program.
  • Troubleshoot tech issues with on site or remote employees.
  • Manage 24×7 round the clock schedule for support team.
  • Other duties or tasks as assigned by management.

Requirements

Education and certifications

Bachelor’s Degree. More education or experience in a related field may be preferred.

Experience and skills

  • 2-5 years’ work experience in a call center supervisor role
  • Management Experience with 5 or more direct reports
  • Be able to manage high a volume of information/data
  • Must be a self-performer/started and work with minimum guidance
  • Experience supporting
  • Strong problem-solving skills
  • Experience in fast paced environment
  • Strong verbal & written communication abilities
  • Multitasking
  • Work well under pressure
  • Able to work as a part of a dynamic team
  • Take direction & correction willingly
  • Must be proficient or at least familiar with CRM, voice call, email, social media, chat, knowledge, learning, reporting/business-intelligence, & workforce management, quality management systems
  • Quick to learn new systems
  • Reliable computer capable of handling many programs at once

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