Call Center Manager

Urgently need a Call Center Manager for a group of restaurants. Candidates must have worked in same position with good communication in Arabic and English (experience Bahraini preferred) and extensive knowledge of all aggregators (Talabat, Jahez etc)

An F&B Call Center Manager leads the team handling food & beverage orders/requests, focusing on supervising daily calls, training staff on menus/systems, ensuring excellent guest service (internal & external), managing KPIs (like order accuracy, upsells), handling escalations, scheduling, reporting, and coordinating with kitchen/housekeeping for seamless delivery, all while upholding quality, safety, and budgets. Core Responsibilities

• Team Leadership & Training: Recruit, train, coach, and evaluate agents; develop schedules; foster teamwork; manage performance.
• Operations Management: Oversee daily call center flow, technology (POS, PMS), policies, and procedures; ensure efficient order taking and message handling.
• Customer Service Excellence: Ensure high service standards, resolve complex complaints, promote outlets, and gather guest feedback.
• Performance & Reporting: Set KPIs, analyze call data, report on sales/productivity, and create action plans for improvement.
• F&B & Hotel Coordination: Maintain deep knowledge of menus, promotions, events, and hotel services; liaise with housekeeping, engineering, and front desk.
• Budget & Compliance: Manage departmental budgets (labor/supplies), negotiate with vendors, and ensure health/safety compliance.

Key Skills Required

• Strong Leadership & Communication
• Problem-Solving & Attention to Detail
• F&B Knowledge & Customer Focus
• Data Analysis & Time Management

Job Type: Full-time