Call Center Manager

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

Job Description:
We are looking for a highly skilled Call Center Manager to lead our customer service team in the Food & Beverage (F&B) sector. The ideal candidate must be an Arabic National with a proven track record in managing call center operations and delivering excellent customer experiences.

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.

Job Type: Full-time