Call Centre In-Charge

Job Description

Call Center In-Charge

Department: Customer Service / Operations

Location: Al Rayah Driving School (Umm Salal Ali)

Job Summary

The Call Center In-Charge is responsible for supervising the daily operations of the call center and ensuring high-quality customer service for students and inquiries related to driving school services. The role includes managing call center staff, monitoring customer interactions, handling escalations, coordinating with departments, and ensuring efficient communication and appointment handling.

Key Responsibilities

• Supervise and manage the daily activities of the call center team
• Ensure all incoming calls, inquiries, and customer requests are handled professionally and efficiently
• Monitor call quality, response time, and customer service standards
• Support the team in handling customer complaints and escalations
• Coordinate with Operations, Scheduling, Sales, and Training Departments for accurate information and service support
• Ensure proper follow-up on student inquiries, bookings, schedules, and complaints
• Prepare daily, weekly, and monthly call center performance reports
• Monitor staff attendance, discipline, productivity, and performance
• Conduct team briefings, coaching, and training sessions for call center staff
• Ensure proper use of call center systems, CRM, and reporting tools
• Maintain updated records of customer interactions and service requests
• Improve customer satisfaction and operational efficiency within the department
• Ensure compliance with company policies and customer service procedures

Requirements

• Minimum 3–5 years of experience in customer service or call center operations
• Previous supervisory or team handling experience preferred
• Strong communication and interpersonal skills
• Ability to handle customer complaints professionally
• Good organizational and problem-solving abilities
• Proficiency in MS Office and call center/CRM systems
• Ability to work under pressure in a fast-paced environment
• Fluency in English and Hindi/ Urdu; Arabic is an advantage

Preferred Qualifications

• Bachelor’s Degree or Diploma in Business Administration, Customer Service, or related field preferred
• Experience in driving school, education, or service industry will be an advantage

Apply now at careers@rds.qa

Job Type: Full-time

Pay: QAR4,000.00 - QAR4,500.00 per month