Call Center Operations Manager

We are a growing agency that helps businesses from different industries scale. Our team members are results-driven individuals who like to move fast, get the job done, and have fun doing it.

We are seeking an experienced and dedicated Call Center Operations Manager to join our team. The Call Center Operations Manager will be responsible for overseeing the operations of our call center, ensuring excellent customer service, and achieving performance targets.

How your day will look like:

• Assess team performance and provide feedback to maximize effectiveness.
• Lead and supervise the team to meet targets and fulfill duties.
• Identify areas for improvement and provide guidance based on call evaluations.
• Support and assist team members, answering questions and offering feedback.
• Participate in hiring and onboarding processes.
• Handle escalated calls and anticipate potential issues.
• Develop strategies for procedure optimization and staff motivation.
• Measure performance using key metrics and conduct training sessions.
• Ensure adherence to company policies through daily control of duties.
• Keep management informed of issues and challenges.
• Maintain a positive work environment.
• Prepare reports on team payments, as well as monthly/annual performance results.
  
  

Requirements

• Demonstrated experience as a Call Center Manager.
• Essential expertise in customer service and sales is a must.
• Proficiency in both English and Arabic languages.
• Tech-savvy with comprehensive knowledge of call center programs such as CRM, calling software, Excel, etc.
• Familiarity with performance evaluation procedures.
• Exceptional communication and negotiation skills.
• Results-oriented mindset, consistently striving for success.
• Strong organizational and leadership abilities.
• Ability to thrive and make effective decisions under pressure.
• Highly developed attention to detail and accuracy skills.
• Proven track record of achieving team targets.
• Self-motivated and accountable individual.
  
  

Equal Opportunity Statement:

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Benefits

• Competitive salary and bonus opportunities
• Room for career growth and results-based pay increases
• Highly interactive, challenging work with a talented, diverse, passionate team
• Ongoing learning and development opportunities
• Professional, "business casual" atmosphere
• Free snacks and drinks
• Regular team events
  
  

If you're interested in the role and meet the qualifications listed above, we would love to hear from you. Please apply with your resume and a brief cover letter.