call center manager

dasman gate

responsible for staff in a call center, who they train, hire, monitor, and motivate. Their job is to make sure that the teams they oversee meet their company&rsquo;s goals and provide sufficient customer supportis a blend of analytics, team management, and human resource duties. develop objectives for a call center&rsquo;s day-to-day operations and analyze call center statistics (like sales rates and customer service metrics) to ensure that these objectives are met. The main goal is productivity and efficiency, and managers must work with call center representatives. providing extra support and training, or developing new processes.the person in this role strives to look at the big picture and spot potential improvements as they come. Since they&rsquo;re in charge of a company&rsquo;s efficiency, they have to be able to look intuitively at their team to catch potential problems before they arise.performance goals include maintaining strong relationships within their team of agents and challenging existing business practices to find more effective ways to meet objectives.Education Requirements<ul><li>Bachelor&rsquo;s degree</li><li>6 years of related experience</li><li>Familiarity with telemarketing software</li></ul>Job Type: Full-time

Call Center Manager

AKY Services Pvt. Ltd

Join Leads Expert BPO as a QA Manager &ndash; Call Center (Night Shift) Location: Rawalpindi / Islamabad Schedule: Monday &ndash; Friday (Night Shift) Salary: Market CompetitiveAbout the RoleAt Leads Expert BPO, quality isn&rsquo;t just what we measure &mdash; it&rsquo;s what we stand for. We&rsquo;re looking for a sharp, analytical, and proactive Quality Assurance (QA) Manager to join our leadership team. In this role, you&rsquo;ll monitor live and recorded calls, evaluate agent performance, and ensure that every interaction aligns with our standards of excellence, professionalism, and compliance. If you&rsquo;re passionate about driving improvement, elevating customer experience, and building a culture of quality &mdash; this role is made for you.Key Responsibilities<ul><li>Monitor calls (live and recorded) to assess quality, compliance, and professionalism.</li><li>Ensure adherence to scripts, policies, and performance benchmarks.</li><li>Provide actionable feedback and coaching to agents and team leads.</li><li>Identify recurring issues and collaborate with trainers to close performance gaps.</li><li>Document violations, quality trends, and training needs.</li><li>Prepare and present detailed quality reports for management.</li><li>Recommend process improvements to enhance efficiency and customer satisfaction.</li></ul>Requirements<ul><li>Bachelor&rsquo;s degree (preferred) or equivalent professional experience.</li><li>Proven experience as a QA Executive, QA Analyst, or similar in a BPO or call center.</li><li>Strong command of English (listening, comprehension, and communication).</li><li>Excellent analytical and attention-to-detail skills.</li><li>Ability to deliver constructive feedback and motivate teams toward excellence.</li><li>Solid understanding of call center KPIs, compliance rules, and quality frameworks.</li></ul>What We Offer<ul><li>Market-competitive salary package.</li><li>Leadership and career growth opportunities.</li><li>Supportive, collaborative, and professional environment.</li><li>The chance to shape quality standards and drive customer satisfaction at scale.</li></ul>How to ApplyHR Contact: 0333-9739861At Leads Expert BPO, we believe quality is the heartbeat of success. Join us as a QA Manager and help us raise the bar for customer experience&mdash;one call at a time.Job Type: Full-timePay: Rs45,000.00 - Rs65,000.00 per monthExperience:<ul><li>Call Center: 1 year (Preferred)</li><li>Call Center QA: 1 year (Preferred)</li></ul>Location:<ul><li>Rawalpindi (Preferred)</li></ul>Work Location: In person

Call Center QA Manager

TTEC

<div>Call Center Operations Manager
Operations Manager - Call Center &ndash; Cairo
At TTEC, we&rsquo;re all about the Human Experience. Elevated. As a Service Delivery Manager Cairo, Egypt you&rsquo;ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture.
What You&rsquo;ll be Doing 
Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to work closely with an iconic brand? In this role, you&rsquo;ll support and motivate your team to make sure they&rsquo;re on track to meet client and business goals.
You&rsquo;ll have responsibility for the operational direction and financial performance of the business
You&rsquo;ll manage, inspire, and motivate a number of junior managers to ensure operational excellence, service improvement and process refinement is realized, driving effective operating models to maximize revenue and performance.
You&rsquo;ll report to the Senior Operations Manager.We&rsquo;re looking for a leader to Act as one, as you will encourage and motivate your team to resolve issues, accomplish goals and influence their career mobility.
Your accountabilities and activities will include
Supporting the Senior Operations Manager in defining the Operational strategy to ensure the long-term development and success of the business
<ul><li>Responsibility for the direct management and development of the junior management team</li></ul>
<ul><li>Responsibility for the development of the operational talent pool by optimizing the skills of the existing team via effective succession planning to ensure key roles are filled and individual talent is recognized.</li></ul>
<ul><li>The continuous identification and implementation of operational best practice and proactive solutions through interaction with the wider TTEC digital and TTEC Engage teams.</li></ul>
<ul><li>Supporting the introduction of new business, ensuring long term success and maximum revenue generation for TTEC.</li></ul>
<ul><li>Contributing to the operational elements for new bids and new services</li></ul>
<ul><li>Responsibility and accountability for the operational performance of the Client Area(s) and for exceeding targets of all required metrics and Key Performance Indicators.</li></ul>
Responsibility to create an environment in which employees consider themselves as stakeholders.
Effective Stakeholder management and client relationship building to ensure seamless partnership with the client(s) and build trust in our business.
To over-see the forecasting, planning and real time delivery of our man-power &ndash; to meet client volume and profiles.
Working with the Recruitment and Learning and Development teams to define specific recruitment and training needs.
What You Bring to the Role
<ul><li>A minimum 4 year call center management or equivalent work experience</li></ul>
<ul><li>Continuously promote a performance-driven culture and always work towards reaching for amazing</li></ul>
<ul><li>Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks</li></ul>
<ul><li>Consistently mentor and inspire others</li></ul>
<ul><li>Customer focused mindset</li></ul>
<ul><li>Understanding, interpreting, and manipulating data for reporting</li></ul>
<ul><li>You&rsquo;ll have good process and change management experience to aid your delivery of business needs and changing client requirements</li></ul>
<ul><li>Strong people and client leadership and stakeholder management</li></ul>
What You Can Expect
<ul><li>Knowledgeable, encouraging, supporting and present leadership</li></ul>
<ul><li>Diverse and community minded organization</li></ul>
<ul><li>Career-growth and lots of learning opportunities for aspiring minds</li></ul>
<ul><li>And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you</li></ul>
About TTEC 
Our business is about making customers happy. That&rsquo;s all we do. Since 1982, we&rsquo;ve helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world&rsquo;s leading iconic and disruptive brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from different vantage points and allows every individual to bring value to the table in their own unique way. 
Primary Location: EG-Cairo-Cairo</div>

Call Center Operations Manager

DotLynx Recruitment

Hiring- Call Center ManagerLocation - Qatar<ul><li>The Call Center Manager will be responsible for overseeing daily operations of the call center, managing and motivating the team, ensuring performance targets and KPIs are achieved, and maintaining a high level of customer satisfaction. This role requires strong leadership, analytical, and communication skills to enhance service quality and operational efficiency.</li><li>Key Responsibilities:</li><li>* Lead, supervise, and motivate a team of call center agents and team leaders.</li><li>* Monitor and analyze performance metrics (KPIs) such as call handling time, service level, and customer satisfaction.</li><li>* Develop and implement training programs to improve product knowledge, customer handling, and communication skills.</li><li>* Prepare performance reports and share insights with management for continuous improvement.</li><li>* Handle escalated customer issues and ensure prompt resolution.</li><li>Plan and manage workforce scheduling to ensure optimal coverage.</li><li>* Identify areas for process improvement and recommend operational strategies.</li><li>* Coordinate with other departments to streamline operations and improve customer experience.</li><li>* Maintain a positive, performance-driven work culture.</li></ul>Qualifications and Skills:<ul><li>Bachelor&rsquo;s degree in Business Administration, Management, or a related field.</li><li>Minimum 3&ndash;5 years of experience in a call center leadership or managerial role or 5- 10 years of supervisory role.</li><li>Proven experience in team management, performance monitoring, and training.</li><li>Strong knowledge of call center KPIs and operational metrics.</li><li>Excellent communication, leadership, and problem-solving skills.</li><li>Proficiency in CRM and call center software systems.</li><li>Bilingual (Arabic and English) preferred.</li></ul>Job Type: Full-timePay: QAR8,000.00 - QAR12,000.00 per month

Call Center Supervisor

Nexfit

About the jobWe are looking for a skilled Call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.An excellent call center manager must be an organized, reliable and results-driven professional.They must have a practical mind to solve problems on the spot partnered with an ability to see the &ldquo;big picture&rdquo; and make improvements.As a call center manager, you must also have excellent customer service and communication skills.The goal is to do everything possible to attain goals and achieve great results for our company.<ul><li>Develop objectives for the call center&rsquo;s day-to-day activities.</li><li>Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)</li><li>Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)</li><li>Assume responsibility of budgeting and tracking expenses</li><li>Coach and provide training to personnel to maintain high customer service standards.</li><li>Monitor and improve ordering, telephone handling and other procedures.</li><li>Evaluate performance with key metrics (accuracy, call-waiting time etc.)</li><li>Prepare reports for different departments or upper management.</li></ul>Requirements<ul><li>Proven experience as call center manager or similar position</li><li>Experience in customer service / call center is a must.</li><li>Knowledge of performance evaluation and customer service metrics</li><li>Solid understanding of reporting and budgeting procedures</li><li>Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)</li><li>Proficient in MS Office and call center equipment/software programs</li><li>Outstanding communication and interpersonal skills</li><li>Excellent organizational and leadership skills with a problem-solving ability</li><li>Positive and patient</li><li>Bachelor's degree or equivalent; Higher degree in a relevant discipline will be appreciated.</li><li>Alexandria resident.</li><li>English proficiency is a must.</li></ul>Job Types: Full-time, Contract Contract length: 12 monthsPay: E&pound;15.00 - E&pound;20.00 per monthExperience:<ul><li>Call center management: 1 year (Required)</li></ul>

Customer service sales manager

Confidential

<div>
 
 
 Job Summary:
 
 
 
 We are seeking a results-driven and strategic
 
 Operations Manager
 
 to oversee the daily operations of our call center. This role is responsible for ensuring efficient processes, high-quality customer service, team productivity, and compliance with company standards and service-level agreements (SLAs). The ideal candidate has strong leadership skills, is data-oriented, and thrives in a fast-paced, customer-focused environment.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Manage and lead a team of supervisors, team leads, and call center agents.
 </li>
 <li>
 Oversee daily operations, including workforce scheduling, queue management, and service level performance.
 </li>
 <li>
 Monitor and analyze KPIs (e.g., AHT, FCR, CSAT, SLA) and drive continuous improvement strategies.
 </li>
 <li>
 Develop and implement operational policies, procedures, and best practices to enhance customer experience and team performance.
 </li>
 <li>
 Collaborate with Quality Assurance, Training, HR, and IT teams to support agent development and system efficiency.
 </li>
 <li>
 Handle escalations and complex customer issues as needed.
 </li>
 <li>
 Ensure compliance with company policies, data protection laws, and regulatory requirements.
 </li>
 <li>
 Prepare and present operational reports to senior leadership.
 </li>
 <li>
 Foster a positive, motivated, and performance-driven culture within the team.
 </li>
 </ul>
 
 
 
 
 
 Qualifications:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business Administration, Communications, or a related field (preferred).
 </li>
 <li>
 3+ years of experience in call center operations, with at least 2 years in a leadership role.
 </li>
 <li>
 Strong knowledge of call center technologies (e.g., ACD, CRM, WFM tools).
 </li>
 <li>
 Proven ability to lead and develop high-performing teams.
 </li>
 <li>
 Excellent communication, problem-solving, and decision-making skills.
 </li>
 <li>
 Data-driven mindset with strong analytical skills.
 </li>
 <li>
 Ability to work under pressure and manage multiple priorities.
 </li>
 </ul>
 
 
 
 
 
 Preferred Skills:
 
 
 <ul>
 <li>
 Experience with remote/hybrid teams.
 </li>
 <li>
 Lean Six Sigma or other process improvement certifications.
 </li>
 <li>
 Familiarity with omnichannel support (phone, email, chat, social media).
 </li>
 <li>
 Able to work on site with flexible schedule.
 </li>
 </ul>
</div>

Operations Manager

DATAWATCH SYSTEMS INC

Overview: The Central Station Shift Manager is responsible for the supervision and operational management of the customer-focused Central Station workforce. This is a hands-on leadership position responsible for training, and management of daily activities in a fast paced 24/7/365 call center. The manager will also work closely with other functional units to meet defined service level agreements and achieve high levels of customer satisfaction. Eligible candidates will have at least 2 years experience managing a high-volume call center, preferably in an alarm and/or access control environment. Pay starts at $70,000/year plus benefits and paid time off. All applicants applying for a position at Datawatch Systems must be willing to submit to a drug screening and criminal background check. E/O/E/M/F/V/D Responsibilities: The Manager&rsquo;s primary responsibility is leadership towards goals and objectives. Duties will include the following: Manage day to day operations and activities in the Central Station, a mission critical 24/7/365 operation. Motivate and hold accountable a diverse workforce. Determine appropriate minimum staffing levels for all shifts, working closely with HR to ensure that candidate flow is always at an adequate level to account for turnover, peak demands, growth, etc. Actively participate in the interview and selection process. Lead by example. Interact effectively with customers and co-workers and instill a strong sense of confidence through outstanding attention to detail, a high sense of urgency, and outstanding follow-up. Implement industry best practice(s) where plausible and not present today; proactively identify opportunities to increase effectiveness and efficiency of operational processes and implement said opportunities. Identify and coordinate training needs for staff Qualifications: To be effective in this role the Central Station Manager must possess and demonstrate the following skill sets: Qualified candidates must be highly organized and able to manage multiple priorities and projects at once. Must possess excellent interpersonal communication skills with employees and clients. Requires demonstrable knowledge of call center management, operations and quality processes. Successful record of maximizing staff performance, developing others and leading a diverse team to achieve defined objectives and goals. Must have a solid technical knowledge base with a strong desire to become familiar with and competent in dealing with new hardware/software applications unique to the Call Center / Access Control and Monitoring industry. Some weekends and a flexible schedule are necessary

Central Station Manager 3rd

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