call center manager

Marriott International

<div>
 
 Additional Information
 
 
 
 
 Job Number
 
 26025058
 
 
 
 Job Category
 
 Reservations
 
 
 
 Location
 
 The Ritz-Carlton Doha, 1 West Bay Lagoon, Doha, Qatar, Qatar,VIEW ON MAP
 
 
 
 Schedule
 
 Full Time
 
 
 
 Located Remotely?
 
 N
 
 
 
 Position Type
 
 Non-Management
 
 
 
 Position Summary
 
 
 
 
 YOUR LEGACY STARTS WITH US
 
 
 
 At The Ritz-Carlton, Doha, we invite you to experience refined luxury where timeless elegance meets true Qatari hospitality. Situated along the pristine shores of the Arabian Gulf for almost 24 years, our 5-star resort features 374 elegantly designed rooms &amp; suites, award-winning restaurants, world-class Spa facilities with a state-of-the-art Fitness Center, and impeccable service that defines our legendary brand. From serene indoor and outdoor pools to a private beach and a Club Lounge for elevated and personalized experiences, every detail perfectly reflects our commitment to excellence. The property is also ideal for events with a wide selection of meetings rooms, stunning wedding venues and a dedicated team that thoughtfully plans and tailors to each unique vision. Whether you&rsquo;re savoring an afternoon tea in our lobby lounge, watching the city skyline sparkle by night in one of our restaurants, or celebrating an important event, The Ritz-Carlton, Doha, presents a truly remarkable setting for life&rsquo;s most meaningful moments.
 
 
 
 FIND PURPOSE IN YOUR PASSION
 
 
 
 At The Ritz-Carlton, we firmly believe that our Ladies &amp; Gentlemen are the heart of everything we do and the most important resource in our service commitment to our guests. With passion, genuine care, dedication and pride, we can achieve common goals and grow together while crafting moments that will be remembered forever.
 
 
 Which is why at The Ritz-Carlton, Doha, we are currently seeking passionate individuals to join our esteemed team and bring their own unique expertise to our world-famous service philosophy. As an Elite hotel in the region with a deep generational legacy, we offer you in return:
 
 
 A rewarding career within one of the most recognized and prestigious luxury brands in the world.
 
 
 Personal and professional development plans with curated training materials and guidance from highly skilled and experienced colleagues in the industry.
 
 
 Various opportunities for internal growth both locally and internationally within the portfolio of Marriott International properties.
 
 
 Consistent &amp; reliable support to ensure you always have the tools and knowledge to harness your full potential and reach your goals.
 
 
 A competitive package, inclusive of accommodation, flight tickets, transportation, meals, and more:
 
 
 <ul>
 <li>
 Exclusive training and leadership development programs
 </li>
 <li>
 Recognition and rewards for exceptional service
 </li>
 <li>
 Preferential Members Rates at Marriott Hotels Globally
 </li>
 <li>
 Dining &amp; Wellness discounts for your family and you
 </li>
 <li>
 Medical Insurance Coverage
 </li>
 <li>
 An HR team dedicated to your success and wellbeing
 
 
 </li>
 </ul>
 
 OUR EXPECTATIONS FROM THE ROLE:
 
 
 
 Oversee accuracy of room blocks, reservations, and group market codes. Communicate company values and/or culture to new employees. Review and implement new Reservations procedures. Process all reservation requests, changes, and cancellations received by phone, fax, or mail. Identify guest reservation needs and determine appropriate room type. Verify availability of room type and rate. Explain guarantee, special rate, and cancellation policies to callers. Accommodate and document special requests. Answer questions about property facilities/services and room accommodations. Follow sales techniques to maximize revenue. Input and access data in reservation system. Respond to any challenges found for accommodating rooming requests. Set-up proper billing accounts according to Accounting policies. Troubleshoot, resolve, and document guest issues and concerns or escalate/refer to appropriate individual.
 
 
 Assist management in training, scheduling, counseling, and motivating and coaching employees; serve as a role model and first point of contact of the Guarantee of Fair Treatment/Open Door Policy process. Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests&rsquo; service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
 
 
 
 Preferred Qualifications
 
 
 
 Education: High school diploma or G.E.D. equivalent.
 
 
 Related Work Experience: At least 2 years of related work experience.
 
 
 Supervisory Experience: At least 1 year of supervisory experience.
 
 
 License or Certification: None
 
 
 In joining Marriott Hotels, you join a portfolio of brands with Marriott International.
 
 Be
 
 where you can do your best work,
 
 begin
 
 your purpose,
 
 belong
 
 to an amazing global team, and
 
 become
 
 the best version of you.
 
 
 
 At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
 
 
 
 At more than 100 award-winning properties worldwide, The Ritz-Carlton Ladies and Gentlemen create experiences so exceptional that long after a guest stays with us, the experience stays with them. Attracting the world&rsquo;s top hospitality professionals who curate lifelong memories, we believe that everyone succeeds when they are empowered to be creative, thoughtful and compassionate.
 
 
 Every day, we set the standard for rare and special luxury service the world over and pride ourselves on delivering excellence in the care and comfort of our guests.
 
 
 Your role will be to ensure that the &ldquo;Gold Standards&rdquo; of The Ritz-Carlton are delivered graciously and thoughtfully every day. The Gold Standards are the foundation of The Ritz-Carlton and are what guides us each day to be better than the next. It is this foundation and our belief that our culture drives success by which The Ritz Carlton has earned the reputation as a global brand leader in luxury hospitality. As part of our team, you will learn and exemplify the Gold Standards, such as our Employee Promise, Credo and our Service Values. And our promise to you is that we offer the chance to be proud of the work you do and who you work with.
 
 
 In joining The Ritz-Carlton, you join a portfolio of brands with Marriott International.
 
 Be
 
 where you can do your best work,
 
 begin
 
 your purpose,
 
 belong
 
 to an amazing global team, and
 
 become
 
 the best version of you.
</div>

Assistant Call Center Manager

VaporVM

<div>
 
 We are seeking an experienced and results-driven
 
 NOC &amp; Call Center Manager
 
 to lead and integrate our 24&times;7 Network Operations Center (NOC) and Customer Call Center operations. This leadership role is responsible for ensuring high service availability, operational excellence, and superior customer experience by managing technical infrastructure monitoring and end-user support under a unified service management framework.
 
 
 The ideal candidate will possess strong operational leadership experience, deep knowledge of IT service management frameworks, and proven expertise in managing both technical and customer-facing teams.
 
 
 
 Key Responsibilities
 
 
 
 
 Operational Leadership
 
 
 <ul>
 <li>
 Oversee 24&times;7 NOC operations including infrastructure, network, and cloud monitoring.
 </li>
 <li>
 Manage Call Center operations including customer service, helpdesk, and incident logging.
 </li>
 <li>
 Ensure seamless integration between monitoring tools and ITSM/ticketing systems.
 </li>
 <li>
 Develop and maintain a unified operational dashboard covering NOC and Call Center performance.
 </li>
 </ul>
 
 
 Service Management &amp; Performance
 
 
 <ul>
 <li>
 Define, implement, and monitor KPIs such as:
 </li>
 <li>
 MTTR (Mean Time to Resolve)
 </li>
 <li>
 MTTA (Mean Time to Acknowledge)
 </li>
 <li>
 SLA Compliance &amp; Service Availability
 </li>
 <li>
 AHT (Average Handling Time)
 </li>
 <li>
 FCR (First Call Resolution)
 </li>
 <li>
 CSAT (Customer Satisfaction)
 </li>
 <li>
 Lead incident management, escalation handling, and major incident communication.
 </li>
 <li>
 Drive root cause analysis (RCA) and continuous service improvement initiatives.
 </li>
 <li>
 Ensure compliance with ITIL and ISO 20000 service management standards.
 </li>
 </ul>
 
 
 Workforce &amp; Team Management
 
 
 <ul>
 <li>
 Plan workforce scheduling and 24&times;7 shift rotations to ensure uninterrupted coverage.
 </li>
 <li>
 Lead, mentor, and develop L1 Operators, L2 Engineers, and Call Center Agents.
 </li>
 <li>
 Establish structured training programs and career progression pathways.
 </li>
 <li>
 Optimize staffing models and productivity metrics.
 </li>
 </ul>
 
 
 Reporting &amp; Governance
 
 
 <ul>
 <li>
 Prepare executive-level reports on SLA performance, uptime, and customer satisfaction.
 </li>
 <li>
 Present monthly operational reviews to senior management.
 </li>
 <li>
 Collaborate with IT leadership and Customer Experience teams to enhance service delivery.
 </li>
 </ul>
 
 
 Required Experience
 
 
 <ul>
 <li>
 Minimum
 
 12+ years
 
 of experience in IT operations, service management, or customer service environments.
 </li>
 <li>
 At least
 
 5+ years in a leadership role
 
 managing NOC, SOC, or Call Center operations.
 </li>
 <li>
 Demonstrated experience managing 24&times;7 operational environments.
 </li>
 </ul>
 
 
 Required Skills &amp; Competencies
 
 
 <ul>
 <li>
 Strong command of
 
 ITIL framework and ISO 20000
 
 standards.
 </li>
 <li>
 Proven leadership across both technical and customer-facing teams.
 </li>
 <li>
 Hands-on experience with NOC monitoring tools such as:
 </li>
 <li>
 Dynatrace
 </li>
 <li>
 VMware vRealize Operations
 </li>
 <li>
 SolarWinds
 </li>
 <li>
 Familiarity with Call Center CRM and IVR systems.
 </li>
 <li>
 Excellent crisis management and stakeholder communication skills.
 </li>
 <li>
 Strong analytical and reporting capabilities.
 </li>
 <li>
 
 Arabic language proficiency (business level) is mandatory.
 
 </li>
 </ul>
 
 
 Certifications
 
 
 <ul>
 <li>
 
 ITIL v4 Managing Professional (Mandatory)
 
 </li>
 <li>
 PMP or PgMP (Preferred)
 </li>
 <li>
 Customer Service or Call Center Operations Certification (Preferred)
 </li>
 </ul>
 
 
 Key Deliverables
 
 
 <ul>
 <li>
 Unified performance dashboard covering NOC and Call Center metrics.
 </li>
 <li>
 Monthly SLA, uptime, MTTR, FCR, and CSAT reports.
 </li>
 <li>
 Workforce optimization and shift rotation plans.
 </li>
 <li>
 Incident and problem management reports with documented RCA.
 </li>
 <li>
 Continuous improvement roadmap for service excellence.
 </li>
 </ul>
 
 
 KPIs
 
 
 <ul>
 <li>
 Service Availability &amp; SLA Compliance
 </li>
 <li>
 MTTR / MTTA
 </li>
 <li>
 First Call Resolution (FCR)
 </li>
 <li>
 Customer Satisfaction (CSAT)
 </li>
 <li>
 Staff productivity &amp; schedule adherence
 </li>
 </ul>
 
 
 Reporting Structure
 
 
 <ul>
 <li>
 Reports directly to
 
 Head of IT (Deputy CTO / CTO)
 
 </li>
 <li>
 Dotted-line reporting to
 
 Customer Experience Leadership
 
 </li>
 </ul>
 
 
 
 <ul>
 <li>
 Seniority Level
 </li>
 <li>
 Mid-Senior level
 </li>
 <li>
 Industry
 </li>
 <li>
 IT Services and IT Consulting
 </li>
 <li>
 Employment Type
 </li>
 <li>
 Full-time
 </li>
 <li>
 Job Functions
 </li>
 <li>
 Information Technology
 </li>
 <li>
 Skills
 </li>
 <li>
 IT Operations
 </li>
 <li>
 Operations
 </li>
 <li>
 Network Operations Center (NOC)
 </li>
 <li>
 Management
 </li>
 <li>
 IT Service Management
 </li>
 <li>
 Customer Satisfaction
 </li>
 <li>
 Staffing Models
 </li>
 <li>
 IT Escalation
 </li>
 <li>
 Customer
 </li>
 </ul>
</div>

NOC Manager

Jadeer

<div><h2 class="jobSectionHeader">Future Group is Hiring: Business Development Department Manager</h2><h3 class="jobSectionHeader"> 
About Future Group</h3>
Future Group is a global leader in translation, localization, and business solutions &mdash; empowering organizations worldwide to connect with customers across languages, markets, and cultures. For more than 30 years, we&rsquo;ve partnered with Fortune 500 companies and leading brands to deliver excellence, innovation, and impact.
As we continue expanding our operations and partnerships, we&rsquo;re looking for an ambitious Business Development Department Manager to lead and inspire high-performing teams in a fast-paced, target-driven environment.<h3 class="jobSectionHeader">
About the Role</h3>
We&rsquo;re seeking a seasoned Business Development Manager with 10&ndash;15 years of experience in sales leadership and call-center management. The ideal candidate is a people-focused leader with a proven record of driving revenue growth, coaching teams, and building strong client relationships across telemarketing, telesales, inbound, and outbound operations.
You&rsquo;ll be at the heart of our growth journey &mdash; building and leading dynamic teams, mentoring talent, and delivering measurable business results in a motivating and collaborative culture.<h3 class="jobSectionHeader">
What You&rsquo;ll Do</h3>
Sales Leadership &amp; Strategy<ul><li>Lead the sales team toward achieving ambitious KPIs and financial targets.</li></ul>
<ul><li>Design and execute growth-driven business development strategies.</li></ul>
<ul><li>Manage multiple offshore accounts in telemarketing, telesales, and customer engagement.</li></ul>
<ul><li>Analyze performance data and implement plans for improvement.</li></ul><ul>
</ul>Team Building &amp; Coaching
<ul><li>Build, train, and motivate sales and call-center teams to deliver exceptional performance.</li></ul>
<ul><li>Identify training needs and supervise onboarding for new hires.</li></ul>
<ul><li>Foster a culture of ownership, accountability, and teamwork.</li></ul><ul>
</ul>Operational Excellence
<ul><li>Oversee both inbound and outbound call center operations.</li></ul>
<ul><li>Ensure service quality, process efficiency, and compliance across teams.</li></ul>
<ul><li>Collaborate cross-functionally to enhance client satisfaction and operational results.</li></ul><ul>
</ul>Business Development &amp; Client Relations
<ul><li>Identify new markets, clients, and partnerships to expand business opportunities.</li></ul>
<ul><li>Represent Future Group with professionalism and credibility in every interaction.</li></ul><ul>
</ul><h3 class="jobSectionHeader">Why Join Future Group?</h3><ul><li>Hybrid Work Model &ndash; Flexibility to balance performance and well-being.</li><li>Competitive Compensation &ndash; A highly rewarding package with a strong variable incentive plan.</li><li>Global Exposure &ndash; Collaborate with diverse teams and international clients.</li><li>Career Growth &ndash; Continuous learning and advancement opportunities.</li><li>Empowering Culture &ndash; Work in a dynamic environment that values innovation, collaboration, and impact.</li></ul><h3 class="jobSectionHeader">
What You&rsquo;ll Bring</h3><ul><li>10&ndash;15 years of experience in sales or business development leadership, preferably within call center/BPO settings.</li></ul>
<ul><li>Strong background managing telemarketing, telesales, and customer care operations.</li></ul>
<ul><li>Proven success in achieving and exceeding financial targets.</li></ul>
<ul><li>Excellent leadership, communication, and mentoring skills.</li></ul>
<ul><li>Strategic thinker with strong analytical and decision-making abilities.</li></ul>
<ul><li>Bachelor&rsquo;s degree in Business, Marketing, or related field (MBA is a plus).</li></ul><h3 class="jobSectionHeader"> 
Ready to Join Our Journey?</h3>
Be part of a global organization that values people, innovation, and performance. 
Apply now and help shape the future of growth at Future Group.</div>

Business Development Department Manager

Lytegen

<div>
 
 Job Title: WFM &amp; Outbound Dialler Manager - US Outbound Call Center
 
 
 
 
 Function:
 
 Workforce Management &amp; Dialler Operations
 
 
 
 Shift:
 
 US Night Shift
 
 
 
 Employment Type:
 
 Full-Time
 
 
 
 Work Mode:
 
 Work From Office (Mohali)
 
 
 
 Experience:
 
 6-10 years (International US Outbound Call Center)
 
 
 
 Role Overview
 
 
 
 We are looking for a highly analytical and execution-focused
 
 WFM cum Outbound Dialler Manager
 
 to own
 
 end-to-end workforce planning, real-time performance management, and outbound dialler strategy
 
 for a US outbound call center.
 
 
 This is a
 
 mission-critical role
 
 responsible for maximizing
 
 contact rates, agent productivity, revenue conversion, SLA adherence, and cost efficiency
 
 by tightly integrating
 
 forecasting, scheduling, real-time control, and dialer optimization
 
 . The role sits at the intersection of
 
 Operations, Sales, Technology, and Data Analytics
 
 .
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Workforce Management (WFM)
 </li>
 <li>
 Own short-term and long-term forecasting for outbound campaigns based on lead volumes, contact rates, conversion trends, and business targets
 </li>
 <li>
 Build optimized agent schedules, shift rosters, and shrinkage plans aligned to US time zones
 </li>
 <li>
 Manage interval-level capacity planning to ensure optimal agent availability
 </li>
 <li>
 Track and control shrinkage, absenteeism, overtime, utilization, and occupancy
 </li>
 <li>
 Plan and manage new hire ramp-up, nesting curves, and batch-wise productivity
 </li>
 <li>
 Drive forecast accuracy and schedule adherence improvements
 </li>
 <li>
 Real-Time Management (RTM) &amp; Intraday Control
 </li>
 <li>
 Monitor live operations for adherence, occupancy, pacing, and revenue impact
 </li>
 <li>
 Execute intraday actions such as:
 </li>
 <ul>
 <li>
 Skill rebalancing
 </li>
 <li>
 Dialler pacing adjustments
 </li>
 <li>
 OT / VTO deployment
 </li>
 <li>
 Queue and campaign prioritization
 </li>
 </ul>
 <li>
 Proactively identify risks impacting contact rates, sales, or SLAs and take corrective action
 </li>
 <li>
 Partner closely with Team Leaders and Operations Managers during live production
 </li>
 <li>
 Outbound Dialler Strategy &amp; Management (Core Ownership)
 </li>
 <li>
 Own end-to-end outbound dialler configuration and performance
 </li>
 <li>
 Manage:
 </li>
 <ul>
 <li>
 Dialling modes (Predictive, Power, Preview, Progressive)
 </li>
 <li>
 Dial levels and pacing
 </li>
 <li>
 Lead recycling rules
 </li>
 <li>
 Time-zone and compliance settings (TCPA, DNC, calling windows)
 </li>
 </ul>
 <li>
 Optimize connect rates, RPC%, drop rates, and agent talk time
 </li>
 <li>
 Analyse dialler logs, latency, voice quality, and call flows to ensure seamless calling
 </li>
 <li>
 Coordinate with dialler vendors and IT teams for troubleshooting, upgrades, and enhancements
 </li>
 <li>
 Ensure dialler readiness for new campaigns, scale-ups, and peak volumes
 </li>
 <li>
 MIS, Reporting &amp; Advanced Data Analysis
 </li>
 <li>
 Own Daily / Weekly / Monthly MIS covering:
 </li>
 <ul>
 <li>
 Productivity &amp; utilization
 </li>
 <li>
 Contact &amp; conversion metrics
 </li>
 <li>
 Dialler efficiency KPIs
 </li>
 <li>
 Revenue pacing vs targets
 </li>
 </ul>
 <li>
 Build and maintain advanced Excel dashboards and automated reports
 </li>
 <li>
 Perform deep-dive data analysis to identify trends, leakages, and optimization opportunities
 </li>
 <li>
 Translate data into actionable insights and operational playbooks
 </li>
 <li>
 Support incentive modelling, performance benchmarking, and cost optimization initiatives
 </li>
 <li>
 Ensure 100% data accuracy and reconciliation across dialler, CRM, and attendance systems
 </li>
 <li>
 Stakeholder &amp; Leadership Collaboration
 </li>
 <li>
 Act as a strategic partner to Operations, Sales, QA, Training, IT, and Leadership
 </li>
 <li>
 Support hiring plans, attrition analysis, and capacity decisions
 </li>
 <li>
 Present insights and recommendations in business reviews and client calls
 </li>
 <li>
 Enable leadership with real-time visibility into performance, risks, and opportunities
 
 
 </li>
 </ul>
 
 Key Metrics Owned
 
 
 
 <ul>
 <li>
 Forecast Accuracy &amp; Schedule Adherence
 </li>
 <li>
 Utilization, Occupancy &amp; Shrinkage
 </li>
 <li>
 Dialler Connect Rate, RPC%, Drop Rate
 </li>
 <li>
 Productivity &amp; Revenue per Agent
 </li>
 <li>
 SLA / Pacing Achievement
 </li>
 <li>
 MIS Accuracy, Timeliness &amp; Insight Quality
 
 
 </li>
 </ul>
 
 Mandatory Requirements
 
 
 
 <ul>
 <li>
 6-10 years of experience in WFM and/or Dialler Management in a US outbound call center
 </li>
 <li>
 Strong understanding of US time zones, TCPA compliance, and outbound sales operations
 </li>
 <li>
 Hands-on experience managing outbound diallers such as Convoso, Avaya, Genesys, NICE etc
 </li>
 <li>
 Advanced proficiency in MS Excel (Pivot Tables, Power Query, XLOOKUP, dashboards)
 </li>
 <li>
 Strong analytical, numerical, and problem-solving skills
 </li>
 <li>
 Proven experience in real-time operations and high-pressure environments
 
 
 </li>
 </ul>
 
 Preferred Skills (Good To Have)
 
 
 
 <ul>
 <li>
 Exposure to Power BI / Tableau or similar BI tools
 </li>
 <li>
 Experience in Solar, Insurance, D2C, or Performance Marketing-driven outbound campaigns
 </li>
 <li>
 Understanding of VoIP, latency, and call quality parameters
 </li>
 <li>
 Experience working with US clients and revenue targets
 
 
 </li>
 </ul>
 
 Behavioural Competencies
 
 
 
 <ul>
 <li>
 Data-driven and business-first mindset
 </li>
 <li>
 High ownership and accountability
 </li>
 <li>
 Strong stakeholder communication and influencing skills
 </li>
 <li>
 Ability to make quick, high-impact decisions in real time
 </li>
 <li>
 Detail-oriented with a bias for action
 
 
 </li>
 </ul>
 
 Why This Role Matters
 
 
 
 <ul>
 <li>
 Direct impact on revenue, cost efficiency, and customer experience
 </li>
 <li>
 Strategic visibility with senior leadership and US clients
 </li>
 <li>
 Clear growth path to Head of WFM, Dialler Strategy Lead roles
 </li>
 </ul>
</div>

WFM Manager

Persian Horizon - FZCO

About the RoleAlaris Beauty Salon, part of Persian Horizon Holding, is seeking an experienced Call Center &amp; Lead Conversion Manager to lead and optimize our sales and booking team.We operate in the luxury beauty segment and serve high-end clients. This position plays a critical role in improving conversion rates, booking performance, and overall revenue performance.You will manage a team of 7 call and WhatsApp sales representatives responsible for handling incoming leads and appointment bookings.This is a leadership and performance-driven role.Key Responsibilities<ul><li>Manage and supervise a team of 7 call and WhatsApp booking representatives</li><li>Improve lead-to-booking conversion rates</li><li>Develop structured call scripts and WhatsApp communication frameworks</li><li>Train the team on luxury-level customer communication standards</li><li>Monitor daily KPIs and performance metrics</li><li>Implement call quality control systems</li><li>Conduct performance coaching sessions</li><li>Lead by example and demonstrate model sales calls when required</li><li>Optimize CRM usage and lead tracking</li></ul>Mandatory Requirements (Read Carefully)<ul><li>Minimum 3 years of proven experience managing a call center or lead conversion team</li><li>Demonstrated success in improving conversion rates</li><li>Strong background in telephone sales and customer communication</li><li>Experience managing WhatsApp or digital lead response teams</li><li>Strong leadership and coaching ability</li><li>Excellent English communication skills</li><li>Ability to operate in a luxury customer service environment</li></ul>If you do not have at least 3 years of relevant leadership experience in call center or lead conversion management, please do not apply.Applications that do not meet this requirement will not be considered.Ideal Candidate Profile<ul><li>Performance-driven and KPI-focused</li><li>Strong in sales psychology and objection handling</li><li>Highly organized and structured</li><li>Hands-on leader who can demonstrate correct selling techniques</li><li>Detail-oriented and quality-focused</li><li>Comfortable working in a fast-paced luxury environment</li></ul>What We Offer<ul><li>Leadership role in a growing luxury beauty group</li><li>Authority to build and optimize the conversion system</li><li>Professional working environment</li><li>Competitive compensation</li><li>Performance-based growth opportunities</li></ul>Job Type: Full-timePay: From AED10,000.00 per month

Sales Conversion Manager – Luxury Beauty Division

Horne Heating & Air Conditioning

<div>Join Our Team as an HVAC Customer Care Manager
You've been leading customer service or call center teams for a few years now, and you know how to keep people motivated, organized, and focused on the customer. You care about doing things the right way, you like improving processes, and you enjoy helping your team grow. If that sounds like you, this could be a great next step.
As our HVAC Customer Care Manager, you'll guide our customer service and dispatch teams, keep daily operations running smoothly, and make sure our customers have a consistently positive experience from the first call to the final follow-up.
What You'll Do
Coach, support, and develop your team so they hit performance goals and continue to grow 
Monitor calls, workflows, and schedules to keep the day running efficiently 
Step in on escalated customer situations and turn them into positive outcomes 
Track and report on KPIs so leadership has a clear view of performance 
Train new team members and provide ongoing feedback and recognition 
Work with other departments to improve processes and remove roadblocks 
Help implement changes and make sure your team understands the why behind them
What Success Looks Like
You bring structure, accountability, and encouragement to your team. You notice what's working, fix what isn't, and communicate clearly so everyone stays aligned. Your team knows what's expected, feels supported, and consistently delivers a strong customer experience.
Schedule and Work Environment
This is an in-office role, Monday through Friday from 8:00 AM to approximately 6:00 PM. You'll be part of the daily operation and available to support your team throughout the day.
Compensation and Benefits
Base salary of $60,000, depending on experience, with additional earning potential 
Performance-based bonus opportunities 
Year-round work stability 
2+ weeks of accrued PTO in your first year 
5 paid holidays plus your birthday off 
Medical, dental, vision, life, and supplemental insurance 
401(k) with 3% full match and partial match on 4-5% 
Ongoing training, coaching, and advancement opportunities 
Quarterly incentives tied to performance goals 
Team events and a collaborative work environment
What We're Looking For
Experience leading customer service, dispatch, or call center teams (ideally 5 or more direct reports) 
Strong phone-based customer service background 
HVAC or home services industry experience 
ServiceTitan experience preferred (at least one year) 
Comfortable tracking performance metrics and holding a team accountable to them 
Proficiency with Microsoft Office 365, including Teams and Excel 
Organized, detail-oriented, and able to manage multiple priorities 
Clear communicator who enjoys coaching and developing people
If you like building strong teams, improving processes, and creating a great experience for both customers and employees, you'll fit right in here.</div>

HVAC Customer Care Manager

Solera Health

<div>About the Role

We're looking for a motivated and people focused Call Center Team Lead to support daily operations and help us deliver exceptional member and customer experiences. In this role, you will work closely with the Call Center Leadership to drive results, support your team, and ensure service level agreements are met within a fast paced, growing organization.

What You'll Do
<ul>
<li>Lead and support a team of Member Engagement Representatives.</li>
<li>Partner with the department Manager to run a successful call center operation.</li>
<li>Monitor realtime performance and provide coaching, feedback, and development.</li>
<li>Guide team members through escalations and ensure timely, thorough resolution.</li>
<li>Oversee daily tasks, queue management, shift coverage, and work allocation.</li>
<li>Ensure adherence to policies, performance expectations, and quality standards.</li>
<li>Document performance, provide redirection when needed, and celebrate wins.</li>
<li>Collaborate across teams including Client Success, Network Partners, Product and Operations to resolve issues and align on goals.</li>
<li>Participate in projects, initiatives, and team meetings as assigned.</li>
<li>Identify and support process improvements to enhance efficiency and member experience.</li>
<li>Navigate a dynamic, startuplike environment with patience, flexibility, and curiosity.</li>
</ul>
What You Bring
<ul>
<li>3+ years of experience in a call center or customer support environment.</li>
<li>1+ year of experience in a team lead, supervisory, or leadership role.</li>
<li>Healthcare and/or insurance industry experience strongly preferred.</li>
<li>Strong verbal and written communication skills with the ability to think and problem-solve in real time.</li>
<li>Demonstrated ability to coach, motivate, and develop team members.</li>
<li>Confidence managing escalations and communicating effectively with internal and external stakeholders.</li>
<li>Ability to thrive in a fast-paced environment with shifting priorities.</li>
<li>Strong organizational skills with the ability to multitask and adapt quickly.</li>
<li>A collaborative mindset with a focus on continuous improvement and team success.</li>
</ul>
Why You'll Love Working Here
<ul>
<li>Mission-driven environment focused on delivering high-quality member experiences.</li>
<li>Leadership role with visibility across the organization.</li>
<li>Opportunities to contribute to process improvements and operational innovation.</li>
<li>A culture that values growth, teamwork, and continuous improvement.</li>
</ul>
Where You Are Located
<ul>
<li>This role is remote and based in the United States.</li></ul> 


Disclaimer

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.

EEO

Solera Health provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Solera Health complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.</div>

Call Center Team Lead

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