call center operations manager

ANG Holdings WLL

Call Center ManagerWe are hiring an experienced Call Center Manager with a solid background in managing call center operations within the F&amp;B / Hospitality sector.Requirements:<ul><li>Must be currently in Bahrain</li><li>Minimum 5&ndash;10 years of experience in call center operations</li><li>At least 4&ndash;5 years in the same field (F&amp;B / restaurants / delivery operations)</li><li>Proven experience in handling:</li><li>Multi-branch order management</li><li>Customer complaints &amp; service recovery</li><li>Aggregators (Talabat, Jahez, Careem, etc.)</li><li>Call center KPIs, queue handling, and workforce management</li><li>Strong leadership skills and ability to manage a large team</li><li>Excellent analytical &amp; reporting skills</li><li>Ability to improve efficiency, reduce errors, and enhance service quality</li></ul>Only shortlisted candidates will be contacted. We Offer:<ul><li>Competitive salary</li><li>Career growth opportunities</li></ul>To Apply: Send your CV to: hr@pastaexpressgroup.comJob Type: Full-timeWork Location: In person

Call Center Manager

eNexus

GENEL NİTELİKLER VE İŞ TANIMI
 
Are you a strategic leader with a passion for performance, people, and process optimization? We’re looking for an Call Center Manager to lead and elevate our growing call center operations. If you thrive in a dynamic environment and have a proven track record in team management, quality assurance, and operational excellence — this is your opportunity to make an impact.
 
What You'll Do: 
Lead & Inspire: 
<ul>
<li>Manage Project Managers, Supervisors, and HR teams to drive engagement and results.</li>
<li>Build a high-performance culture based on accountability and continuous improvement.</li>
</ul>
Drive Operational Excellence: 
<ul>
<li>Set clear KPIs and use data to optimize staffing, training, and performance.</li>
<li>Monitor call quality and service levels (NPS, AHT, FCR, etc.) and ensure delivery of client expectations.</li>
</ul>
Own Talent & Recruitment Strategy: 
<ul>
<li>Oversee recruitment, onboarding, and development of top talent.</li>
<li>Implement ongoing training initiatives tied to QA insights and team needs.</li>
</ul>
Reduce Attrition, Boost Engagement: 
<ul>
<li>Analyze and act on attrition trends.</li>
<li>Cultivate a motivating work environment through recognition, rewards, and open communication.</li>
</ul>
Collaborate Across Teams: 
<ul>
<li>Work cross-functionally to solve challenges and elevate the customer experience.</li>
<li>Promote transparency and feedback across all levels.</li>
</ul>
What We’re Looking For: 
<ul>
<li>Minimum 5–7 years’ experience in operations or call center leadership roles</li>
<li>Strong analytical, communication, and decision-making skills</li>
<li>Experience managing recruitment and quality-driven teams</li>
<li>Passion for people management and building a winning culture</li>
<li>Bachelor's degree in Business, Operations, or a related field preferred</li>
</ul>
Why Join Us?
 
<ul>
<li>Competitive salary & bonus structure</li>
<li>Career development opportunities</li>
<li>Collaborative and innovative work environment</li>
<li>Real impact on people and process</li>
</ul>

Tabby

<div><h3 class="jobSectionHeader">Description</h3><div> 
We are seeking an Operations Manager to support and assist the Head of the Contact Center in managing our customer service operations in Egypt. The Operations Manager will play a critical role in ensuring the smooth and efficient day-to-day functioning of the contact center, contributing to the achievement of key performance indicators and customer satisfaction goals. 
 
The Operations Manager will work closely with the Head of Contact Center to ensure the delivery of exceptional customer service experiences while maintaining efficient day-to-day operations. This role provides an excellent opportunity to contribute to the success of the contact center and enhance customer satisfaction.</div><h3 class="jobSectionHeader"> 
Key Responsibilities</h3> 
<ul>
<li>
Assist in managing and mentoring a team of customer service representatives and supervisors to maintain a high-performance work environment.</li>
<li>Work closely with the Head of Contact Center to implement strategies for delivering exceptional customer service experiences and meeting or exceeding KPIs and customer satisfaction goals.</li>
<li>Supervise the daily operations of the contact center, including call handling, email support, live chat, and social media interactions.</li>
<li>Collaborate with cross-functional teams to maintain a seamless customer experience across all touchpoints.</li>
<li>Support training programs to enhance the skills and knowledge of customer service representatives, ensuring their ability to provide effective solutions.</li>
<li>Assist in maintaining operational policies and procedures, ensuring compliance with company standards and local regulations.</li>
<li>Contribute to workforce planning, scheduling, and resource allocation to meet customer demand and maintain service levels.</li>
<li>Participate in initiatives to optimize customer interaction channels, enhance self-service options, and implement innovative solutions to improve customer engagement.</li>
<li>Assist in addressing and resolving escalated customer issues and complaints.</li>
<li>Stay updated on industry trends, customer preferences, and emerging technologies.</li>
<li>Collaborate with the Head of Contact Center in preparing and presenting regular reports on contact center performance to senior management.</li></ul><div></div><h3 class="jobSectionHeader"> 
Skills, Knowledge &amp; Expertise</h3> 
<ul>
<li>
Bachelor's degree in Business Administration or a related field.</li>
<li>10 years of experience in contact center management, with 5 years of experience in a leadership role (e.g., supervisor or team lead) or a minimum of 2 years as Operations Manager or equivalent managing an inbound team.</li>
<li>Knowledge of customer service principles, call center operations, and customer experience management.</li>
<li>Proven ability to contribute to KPIs related to customer satisfaction, response times, and resolution rates.</li>
<li>Strong communication skills in English and Arabic, both written and verbal.</li>
<li>Familiarity with customer relationship management (CRM) software and contact center technology.</li>
<li>Leadership and team management abilities, with the ability to motivate and develop a diverse team.</li>
<li>Problem-solving skills and a customer-centric mindset.</li>
<li>Knowledge of local regulations and cultural nuances affecting customer interactions in the Middle East market.</li></ul><div></div><h3 class="jobSectionHeader"> 
Job Benefits</h3><div> 
.</div><h3 class="jobSectionHeader"> 
About Tabby</h3><div>
Tabby creates financial freedom in the way people shop, earn and save, by reshaping their relationship with money. 
 
The company&rsquo;s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA and Shein use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores. 
 
Tabby has generated over $7 billion in transaction volume for its partner brands and has the highest rated, most reviewed, largest and fastest growing app of any fintech in the GCC region. 
 
Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.</div></div>

Contact Center Operations Manager

STAR HR Services Group

Title: Call Center General Manager &ndash; Banking related BPO Services<ul><li>Location: Karachi (Shahrah-e-Faisal)</li><li>Employment Type: Full-time &ndash; Onsite</li><li>Experience required: Over all 8 to 10 years and at least 3 to 4 years in lead position</li></ul>About the RoleWe are seeking an experienced and dynamic General Manager to lead and oversee our Banking and BPO divisions, ensuring operational excellence, service quality, and client satisfaction. The ideal candidate will bring extensive experience in both banking call centre operations and the BPO industry, with a proven ability to drive strategic growth, manage large teams, and optimize performance metrics.This leadership role requires a strategic thinker with hands-on operational expertise, capable of driving productivity, maintaining client relationships, and ensuring alignment with organizational objectives.Key Responsibilities<ul><li>Lead and manage day-to-day operations across multiple banking and BPO processes, ensuring consistent achievement of KPIs, SLAs, and client expectations.</li><li>Develop and implement strategic operational plans to improve efficiency, productivity, and service quality.</li><li>Build and sustain strong client and stakeholder relationships, acting as a primary point of contact for operational matters and ensuring service excellence.</li><li>Supervise, mentor, and coach operations managers, team leads, and call centre staff to maintain a high-performance culture.</li><li>Oversee workforce planning, budgeting, and resource allocation to optimize team performance.</li><li>Monitor and analyze key performance metrics including call volumes, AHT, CSAT, and operational efficiency to identify trends and drive continuous improvement.</li><li>Drive process innovation, automation, and digital transformation initiatives to enhance delivery capabilities.</li><li>Ensure compliance with banking regulations, company policies, and data protection standards.</li><li>Prepare and present performance reports and business reviews to senior management and clients.</li><li>Collaborate across departments to align operations with broader business growth and transformation strategies.</li></ul>Key Skills Required<ul><li>Operations &amp; Performance Management (KPI/SLA)</li><li>Banking Call Centre &amp; BPO Operations</li><li>Client &amp; Stakeholder Relationship Management</li><li>Strategic Planning &amp; Execution</li><li>Process Improvement &amp; Automation</li><li>Leadership &amp; Team Development</li><li>Data-driven Decision Making</li><li>Compliance &amp; Quality Management</li></ul>Other Requirements<ul><li>Bachelor&rsquo;s degree in Business Administration, Management, or a related field (Master&rsquo;s/MBA preferred).</li><li>7&ndash;10 years of experience in operations management within BPO and/or banking call centre environments, with at least 3 years in a senior leadership role.</li><li>Proven track record in stakeholder management and client-facing communication.</li><li>Strong leadership and people management skills, with experience managing large, multi-layered teams.</li><li>Excellent analytical, decision-making, and problem-solving abilities.</li><li>Proficient in MS Office and call centre management tools (CRM, ACD, reporting systems, etc.).</li><li>Exposure to international client operations preferred.</li></ul>What We Offer<ul><li>Competitive compensation and benefits package</li><li>Leadership role in a rapidly growing, tech-driven organization</li><li>Opportunity to work with international clients and leading-edge BPO/banking processes</li><li>Collaborative, innovative, and performance-oriented work environment</li></ul>APPLY NOWJob Type: Full-timePay: Rs300,000.00 - Rs350,000.00 per monthEducation:<ul><li>Master's (Preferred)</li></ul>Experience:<ul><li>Call Center or BPO: 5 years (Required)</li><li>Banking Call Center: 5 years (Preferred)</li></ul>Work Location: In person

Call Center General Manager – (for Banking related BPO Services)

<div>Overview:
<div></div>
About TP<div> 
TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world&rsquo;s best brands streamline their business in meaningful and sustainable ways.</div>
With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. 
Benefits of working with TP include:<ul><li>
Paid Training</li><li>
Competitive Wages</li><li>
Full Benefits (Medical, Dental, Vision, 401k and more)</li><li>
Paid Time Off</li><li>
Employee wellness and engagement programs</li></ul> 
TP and You<div> 
</div><div>Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.</div> 
Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit! 
Purpose
Develop, implement, assess and improve day to day operations of inbound call center in order to meet and exceed all aspects of client needs and requirements according to policies and procedures 
This position is 100% onsite in Brownsville, TX. Work at home is not available for this position.
Responsibilities:

Your Responsibilities<ul><li>
Oversee day-to-day call center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellence</li><li>
Assume accountability for the delivery of value added operations management services in support of approximately 500 &ndash; 1000 call center agents, technology professionals, and project managers</li><li>
Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale</li><li>
Manage compliance and reporting for all call center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.</li><li>
Oversee center wide human resource recruiting, training, development and retention.</li><li>
Manage and develop center human resources, training, facilities, and IT staff</li><li>
Participate as a value adding member of the TP USA management team</li><li>
Promote the highest standards of ethical and professional conduct through demonstrated individual performance</li><li>
Develop and manage the operating budget for the specific call center operation</li><li>
Thrive as a team player in a fast paced, high energy, change oriented environment</li><li>
Perform other related duties and assignments as required by manager</li></ul>
Qualifications:

Qualifications<ul><li>
Bachelor&rsquo;s degree from an accredited college or university or equivalent work experience</li><li>
5-7 years of call center management experience with two years of operations management</li><li>
Experience with strategic initiative development and implementation, specifically with operating policies and procedures and work process improvements</li><li>
Experience supporting operations of 500- 1,000 FTE staff assigned to multiple client programs with varying service level objectives, agent skill requirements and technical solutions</li><li>
Strong analytical skill and the ability to drive change and manage long term projects</li><li>
Strong verbal, listening and written communications skills required, as well as outstanding interpersonal skills</li><li>
Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions.</li></ul> 
Soft Skills<ul><li>
Process Excellence</li><li>
Collaboration</li><li>
Communication</li><li>
Emotional Intelligence</li><li>
Open-Mindedness</li><li>
Critical Thinking</li><li>
Solution Orientation</li><li>
Entrepreneurship</li><li>
AI Proficiency</li><li>
Data Literacy</li></ul><div></div><div> 
Be Part of Our TP Family</div><div>
It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.</div><div></div><div> 
TP is an Equal Opportunity Employer</div></div>

Operations Manager

Telvista

<div>Company Description 
Life at Telvista is pretty awesome! We have a mission to bring our employees the inspiration to create a life they love. For this, we continue to empower our teams to take on new challenges, learn from their mistakes, and over-deliver.
We understand that sitting at workstations and helping customers with their issues can be rewarding but also can get overwhelming at times. Our cheerful and fun break rooms help you relax and unwind from a hard work shift. Learning and development opportunities paired with a comfortable work environment make Telvista a place where talent thrives. 
Job Description 
Workforce Manager &ndash; BPO Call Center (Hybrid)
Location: Dallas, TX (Hybrid) 
Schedule: Monday&ndash;Friday, 7:00 AM&ndash;3:00 PM (Weekend availability as needed) 
Compensation: $70,000&ndash;$80,000 Annually 
Company: Telvista, Inc. 
Position Summary
The Workforce Manager is responsible for forecasting, scheduling, real-time management, reporting, and system optimization for a multi-client BPO operation. This leader will manage a team of Intraday Analysts and work closely with Operations, Client Services, Training, and Quality to meet and exceed service delivery goals. 
Key Responsibilities
Workforce Planning &amp; Forecasting<ul><li>
Create accurate short-, mid-, and long-term call volume and staffing forecasts across multiple client programs.</li><li>
Develop staffing plans integrating shrinkage, occupancy, attrition, and seasonality factors.</li><li>
Maintain capacity plans and coordinate staffing recommendations with HR and Talent Acquisition.</li></ul>
Scheduling<ul><li>
Build and maintain agent schedules, shift bids, rotations, and PTO plans using advanced WFM tools.</li><li>
Optimize workforce coverage during peak hours, product launches, outages, and promotional events.</li><li>
Monitor schedule adherence and collaborate with Supervisors and Operations for compliance improvements.</li></ul>
Intraday Management<ul><li>
Lead and mentor a team of Real-Time Analysts (RTA/Intraday).</li><li>
Oversee real-time queue monitoring, service level performance, and agent state management.</li><li>
Execute intraday staffing adjustments (OT, VTO, skill changes, rebalancing) to maintain SLAs.</li><li>
Communicate live performance insights to leadership and clients.</li></ul>
Reporting &amp; Analytics<ul><li>
Build, automate, and maintain WFM dashboards and reports for SL, occupancy, AHT, shrinkage, forecast accuracy, and staffing gaps.</li><li>
Conduct root-cause analysis of staffing variances and performance trends.</li><li>
Present operational insights to internal leadership and client stakeholders.</li></ul> 
Qualifications 
Experience<ul><li>
5+ years Workforce Management experience in a BPO or high-volume contact center environment.</li><li>
Proven success managing telecommunications client/campaign workforce operations.</li><li>
Experience managing a team of Intraday/Real-Time Analysts.</li><li>
Strong background with high-volume, multi-site contact center operations.</li></ul>
Technical Expertise (Expanded)
WFM Platforms &amp; Contact Center Systems<ul><li>
Avaya contact center systems: CMS, One-X, call routing logs, agent state reporting.</li><li>
EIX workforce systems experience (Preferred).</li><li>
Hands-on use of major WFM platforms (experience with any of the following is preferred):<ul><li>
Verint / Verint Impact 360</li><li>
NICE IEX WFM (highly preferred)</li><li>
Genesys Cloud WFM</li><li>
Aspect / Alvaria</li><li>
Teleopti / Calabrio WFM</li></ul></li><li>
Deep knowledge of call routing, skill-based routing, multi-skill forecasting, and interval-level staffing.</li></ul>
Microsoft &amp; Analytics Tools<ul><li>
Advanced Microsoft Excel (required):<ul><li>
Complex formulas (INDEX/MATCH, VLOOKUP/XLOOKUP)</li><li>
Pivot tables and pivot charts</li><li>
Nested formulas &amp; conditional logic</li><li>
Data modeling and scenario analysis</li></ul></li><li>
Microsoft Power BI:<ul><li>
Creating dashboards and visualizations (preferred)</li><li>
Publishing and refreshing automated reports</li></ul></li><li>
Microsoft PowerPoint:<ul><li>
Building executive-level reporting decks</li></ul></li><li>
Microsoft Teams, Outlook, SharePoint for workflow and communication</li><li>
Experience with SQL queries (preferred but not required)</li></ul>
Additional Technical Competencies<ul><li>
Expertise in schedule management, interval-level forecasting, staffing models, and shrinkage planning.</li><li>
Ability to interpret CCaaS/ACD data and translate it into actionable workforce insights.</li><li>
Familiarity with API integrations, real-time adherence tools, and reporting automation.</li><li>
Strong troubleshooting ability across WFM tools, ACD systems, and reporting platforms.</li></ul> 
Additional Information 
Additional Requirements<ul><li>
Must be available Monday&ndash;Friday, 7am&ndash;3pm, with occasional weekend availability based on business needs.</li><li>
Must pass a background check.</li><li>
Must pass a pre-employment drug test.</li><li>
Hybrid role&mdash;must be able to commute to the Dallas office.</li></ul>
Job Type: Full-time
Expected hours: 40.00 per week
Benefits:<ul><li>
401(k)</li><li>
401(k) matching</li><li>
Dental insurance</li><li>
Employee discount</li><li>
Flexible schedule</li><li>
Health insurance</li><li>
Life insurance</li><li>
Paid time off</li><li>
Professional development assistance</li><li>
Retirement plan</li><li>
Tuition reimbursement</li><li>
Vision insurance</li></ul>
Telvista is an Equal Opportunity Employer<div></div>
Telvista is an Equal Employment Opportunity Employer and complies with all applicable laws regarding nondiscrimination and equal opportunity, including the regulations enforced by the Equal Employment Opportunity Commission (EEOC). We do not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws. This commitment extends to all aspects of employment, including recruitment, hiring, promotion, transfer, training, compensation, benefits, termination, and all other terms and conditions of employment.</div>

BPO Call Center Workforce Manager

American Hospital Dubai

Manages the day-to-day operations of the American Hospital Dubai's Medical Imaging - Call Centre Department. Oversees the scheduling of imaging appointments, responds to patient and physician inquiries, coordinates pre-authorisations, and ensures timely communication. Ensures that the call centre team delivers a high standard of service that aligns with American Hospital Dubai's mission and values, contributing to a seamless patient experience and efficient imaging workflow. Responsibilities <ul><li>Leads the Medical Imaging Call Center, overseeing scheduling, patient inquiries, and coordination to ensure a seamless patient experience and optimal workflow across all imaging sites.</li><li>Manages daily operations to ensure all incoming calls are handled professionally and promptly, and that imaging appointments are scheduled accurately and per hospital and clinical protocols.</li><li>Ensures customer service excellence through prompt response times, service consistency, and adherence to patient care standards.</li><li>Develops and monitors key performance indicators (KPIs), including call handling metrics, appointment booking rates, service levels, and patient satisfaction.</li><li>Implements standardised call handling and scheduling protocols across all imaging sites to ensure consistency and operational efficiency.</li><li>Coordinates closely with imaging technologists, radiologists, and reception staff to confirm modality-specific appointment requirements and patient preparation instructions.</li><li>Ensures urgent and STAT imaging requests are prioritised and processed efficiently in collaboration with clinical teams.</li><li>Monitors service delivery metrics such as call wait times, abandonment rates, first-call resolution, and booking accuracy.</li><li>Reviews patient complaints, service incidents, and near misses; investigates issues and implements corrective actions per hospital policy.</li><li>Maintains full compliance with hospital, DHA, and regulatory policies related to safety, infection control, data confidentiality, and service quality.</li><li>Leads performance improvement initiatives targeting imaging operations, call center workflows, and the patient experience.</li><li>Trains and supervises call center staff, ensuring comprehensive knowledge of imaging procedures, scheduling protocols, and customer service standards.</li><li>Conducts performance evaluations, provides structured feedback, and supports professional development plans for staff.</li><li>Ensures all new hires complete a structured onboarding and orientation program with assigned preceptors.</li><li>Ensures 100% compliance with staff licensure, mandatory training, and CPD requirements.</li><li>Develops annual departmental objectives aligned with hospital priorities and monitors progress toward these goals.</li><li>Promotes interdisciplinary collaboration and communication with imaging and clinical teams to support coordinated care delivery.</li><li>Upholds hospital and departmental policies, fostering a culture of accountability, professionalism, and respect.</li><li>Encourages a team-oriented environment that values diversity, collaboration, and continuous learning.</li></ul> Qualifications <ul><li>Bachelor's Degree in Communications or realated field.</li><li>Diploma or other educational certificate in Call Centre Management/Operation preferred.</li></ul>PROFESSIONAL EXPERIENCE:<ul><li>Minimum of five (5) years of call centre experience with a minimum of two (2) years as an Assistant Manager/Supervisor, preferably within a medical environment.</li><li>Experienced in the use and troubleshooting of computerised telephonic systems.</li><li>Significant exposure to Customer Excellence Programme methodologies.</li><li>Excellent oral, written and comprehension of the English language is essential.</li><li>Ability to converse effectively in the Arabic Language preferred.</li></ul>

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