call center operations manager

ANG Holdings WLL

We are hiring a Call Center Manager to lead and develop our call center operations.Requirements:<ul><li>Must be currently in Bahrain.</li><li>Minimum 3 years of experience in call center management.</li><li>Strong background in the F&amp;B / restaurant industry.</li><li>Hands-on experience in handling delivery platforms (Talabat, Jahez, .., etc.).</li><li>Ability to manage call center KPIs, team performance, customer service quality, and order flow.</li><li>Strong communication, leadership, and problem-solving skills.</li></ul>Role Overview:<ul><li>Supervising call center agents and ensuring high-quality customer interactions.</li><li>Coordinating with outlets, riders, and delivery partners.</li><li>Managing complaints, peak hours, order accuracy, and service speed.</li><li>Preparing daily/weekly performance reports and improving efficiency.</li></ul>Interested candidates may send their CV to: hr@pastaexpressgroup.comJob Type: Full-timePay: From BD700.000 per monthWork Location: Remote

Call Center Manager

Alba Corporation

We are looking for a Call Center Manager to oversee the daily operations of our customer service team and ensure service excellence across all touchpoints. Your mission will be to drive team performance, ensure KPIs are met, and maintain a high standard of customer interaction and satisfaction. The ideal candidate is a professional with proven experience in managing contact center teams, resolving escalations, and motivating staff. You should be results-oriented, highly organized, and a natural communicator who thrives in fast-paced, customer-driven environments. If you're ready to lead by example and deliver exceptional customer support outcomes&mdash;read on. Key Responsibilities Core Functions Supervise day-to-day call center operations, ensuring service level agreements (SLAs) and quality standards are consistently met. Monitor call queues, handle escalated issues, and step in to support agents when necessary. Conduct regular performance evaluations and coach team members for continuous improvement. Analyze call center metrics to identify trends and implement process enhancements. Collaboration &amp; Communication Serve as the communication bridge between frontline agents and senior management. Coordinate with other departments (e.g., IT, sales, logistics) to resolve customer issues efficiently. Lead daily team briefings and encourage open dialogue for feedback and idea sharing. Foster a positive, team-oriented culture focused on accountability and growth. Performance &amp; Reporting Track and report on KPIs including average handling time, customer satisfaction, and first-call resolution. Develop and execute action plans to improve underperforming metrics. Maintain accurate documentation of team activities, call outcomes, and training records. Provide strategic input on improving customer engagement and operational efficiency. Requirements: 3&ndash;5 years of experience in a call center environment, with at least 1 year in a supervisory role. Fluency in both Arabic and English. Strong leadership and conflict resolution skills. Proficiency in call center software and CRM platforms (e.g., Zendesk, Freshdesk, Genesys). Exceptional communication and coaching abilities. Ability to analyze data and make decisions based on insights. Bachelor&rsquo;s degree preferred; relevant certifications are a plus. Salary &amp; Benefits: Competitive Salary: 8,000 &ndash; 20,000 AED/month Work Visa sponsorship Medical insurance 30 days of paid annual leave Ongoing training and professional development Supportive team culture with performance recognition programs Work Arrangement: Type: Full-time, on-site position Note: Remote or hybrid work is not available. Candidates must be based in or willing to relocate to the UAE. Why Join Us? Lead a dynamic and motivated team in a fast-paced environment Gain exposure to operational strategy and customer experience innovation Be part of a stable company with growth opportunities Work in a bilingual, multicultural environment that values excellence Organized and efficient? Step into a role where your structure powers our success. Apply now!

Mars BPO

Job Description: We are looking for an experienced and results-driven Production Manager to oversee daily call center operations and ensure high productivity, quality performance, and target achievement. The ideal candidate will be responsible for managing team leads, monitoring KPIs, and ensuring smooth execution of campaigns while maintaining service standards.Key Responsibilities:<ul><li>Manage and supervise team leads and agents to meet daily, weekly, and monthly targets</li><li>Monitor productivity, quality scores, attendance, and overall performance</li><li>Ensure smooth execution of campaigns and process adherence</li><li>Analyze reports and implement strategies to improve performance</li><li>Handle escalations and provide solutions to operational issues</li><li>Conduct coaching, training, and performance reviews</li><li>Coordinate with management for goal setting and reporting</li></ul>Requirements:<ul><li>Proven experience as a Production Manager or similar role in a call center</li><li>Strong leadership and team management skills</li><li>In-depth knowledge of KPIs, call center metrics, and performance management</li><li>Excellent communication and problem-solving abilities</li><li>Ability to work under pressure and meet deadlines</li><li>Proficient in MS Excel and reporting tools</li><li>Strong knowledge of CRM systems and dialers.</li><li>Flexible with shifts and working hours</li></ul>What We Offer:<ul><li>Competitive salary package</li><li>Performance-based incentives</li><li>Professional growth and career advancement</li><li>Supportive and dynamic work environment</li><li>On-site role with stable campaigns</li></ul>Shift Timing: 6:30 PM to 5:00 AMAddress: 2nd Floor, Shafi Court, Club Road, Merewether Road, Civil Lines, near Avari Towers, Karachi, PakistanWhatsApp: 0319-500-2892Job Type: Full-timePay: Rs75,000.00 - Rs120,000.00 per monthWork Location: In person

Production Manager (Call Center)

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>

Samsung Electronics

<div>
 
 
 Job Description
 
 
 
 
 
 <ul>
 <li>
 Leading the call center operations, Monitoring KPI&rsquo;s and Quality metrics
 </li>
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 Supporting daily activities, such as information sharing to Vendors, regular reporting, alerts etc.
 </li>
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 Guiding Vendors to be aligned with the Samsung Quality Culture
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 Supporting system implementation tasks and task tracking
 </li>
 <li>
 Collecting and analyzing Call Center data and detect areas of improvements
 </li>
 <li>
 Budget management and follow-up of the Call Center
 </li>
 <li>
 Checking the Performance Evaluations based on target criteria (Forwarding, call waiting time, repeated calls etc.)
 </li>
 <li>
 Sharing the reports on the performance and target success of the Call Center with the senior management
 </li>
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 To make suggestions for improvement of end-to-end service quality
 </li>
 <li>
 Developing the relations between the Call Center and the operation teams, creating a harmonious and efficient working environment
 </li>
 <li>
 Ensuring Customer Satisfaction
 </li>
 </ul>
 
 
 
 
 
 Requirements
 
 
 
 
 
 <ul>
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 Bachelor's degree is a must
 </li>
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 At least 8 years of experience in call center management, consumer electronics sector is a plus
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 Call center technologies and CRM/Voice infrastructure system implementation is a plus
 </li>
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 Experience in call center quality improvement operations is a plus
 </li>
 <li>
 Experienced in team management, performance monitoring, process development/improvement
 </li>
 <li>
 Able to analyze data and have high reporting &amp; presentation skills
 </li>
 <li>
 Adopting customer and solution-oriented working as a principle
 </li>
 <li>
 Fluency in English is a must
 </li>
 </ul>
 
 
</div>

Customer Experience Manager

Concentrix

Operations Manager - Contact Center - Real Estate ( Bilingual- English/ Arabic) Apply NowJob Title:Operations Manager - Contact Center - Real Estate ( Bilingual- English/ Arabic)Job DescriptionThe Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved. Essential Functions/Core Responsibilities • Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed• Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)• Create and maximize relationships with client partners• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner• Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement• Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements• Attend business reviews with the client• Handle a team of team leaders Candidate Profile • Bachelor Degree in related field with more than 3 years of experience.• Call center experience within real estate sector preferred• Bilingual English (B2 + level ) and Arabic speaker .• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal• Work well under pressure and follow through on items to completion while maintaining professional demeanor• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment• Demonstrated ability to mentor, coach and provide direction to a team of employees• Willingness to work a flexible schedule Career Framework Role Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees. Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.Location:ARE Dubai - Property# BCB2 515, Dubai CommerCityLanguage Requirements:Time Type:If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California ResidentsApply Now

Operations Manager - Contact Center - Real Estate ( Bilingual- English/ Arabic)

CVS Health

<div>At CVS Health, we&rsquo;re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.
As the nation&rsquo;s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues &ndash; caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.<h2 class="jobSectionHeader">
Position Summary</h2>
Designs enterprise-wide or cross-functional solutions that address business challenges and impact organizational strategy, helping call center agents compete and serve customers efficiently. This role drives operational efficiency and customer experience through strategic technology initiatives, collaborating with teams to identify process improvements and integrate new solutions. The ideal candidate brings strong analytical skills, expertise in call center operations, and uses data insights to create innovative solutions that boost both satisfaction and efficiency.
Provides day-to-day support with reporting and data reconciliation to ensure accuracy and consistency in operational metrics. Responsibilities also include overseeing agent skilling processes to ensure call center staff can handle calls appropriately. In addition, maintaining thorough and up-to-date system documentation is essential for supporting ongoing improvements and ensuring operational transparency.<h2 class="jobSectionHeader">
What you will do</h2><ul><li>
Assists in managing the day-to-day complex business consultation services to support the organization's goals and objectives.</li><li>
Assists with the implementation of updates to existing and net new functionality within integrated call center technology.</li><li>
Assists call center enablement team to manage, control and assesses the organization's IT assets (i.e., hardware and software) throughout their life cycle, from acquisition through final disposition.</li><li>
Design and execute daily reporting processes within DTC platforms.</li><li>
Supports all DTC teams with agent skilling assignments and updates.</li><li>
Documents system configurations as they evolve to meet business needs.</li><li>
Define Requirements for new functionality within call center technology to support multiple agent groups.</li><li>
Independently performs testing and design scenarios/projects to optimize performance of platforms.</li><li>
Performs ongoing system maintenance, research, problem resolution and on-call support, according to defined plans.</li><li>
Supports the department with effective auditing an data reconciliation processes.</li><li>
Confers internally and externally with clients and senior management regarding the organization's goals and objectives.</li><li>
Implements processes within the department ensuring compliance and continuous improvement.</li><li>
Helps establish and implement strategic review processes ensuring continuous improvement, compliance, and high-performance standards are upheld.</li></ul><h2 class="jobSectionHeader">
Required Qualifications</h2><ul><li>
Proficiency in SQL, or similar database query language.</li><li>
Experience in Relational Database design and maintenance</li><li>
Experience in managing user access to cloud platforms</li><li>
Adept at execution and delivery (planning, delivering, and supporting) skills</li><li>
Adept at collaboration and teamwork</li><li>
Mastery of problem solving and decision-making skills</li><li>
Mastery of growth mindset (agility and developing yourself and others) skills</li></ul><h2 class="jobSectionHeader">
Preferred Qualifications</h2><ul><li>
3+ years of strong call center technology work experience</li><li>
Experience with NICE CXOne and/or SpiceX</li><li>
Experience in defining project requirements and test cases</li><li>
Experience in validating test cases</li><li>
Experience with NoSQL Databases such as MongoDB</li><li>
Medicare experience</li></ul><h2 class="jobSectionHeader"> 
Education</h2><ul><li>
Bachelor's degree or equivalent experience</li><li>
Preferred Education<ul><li>
Specialized training in technology program management</li><li>
Other relevant professional qualifications</li></ul></li></ul>
Pay Range
The typical pay range for this role is:
$82,940.00 - $182,549.00 
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company&rsquo;s equity award program. 
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in our comprehensive and competitive mix of pay and benefits &ndash; investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:<ul><li>
Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.</li><li>
No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.</li><li>
Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.</li></ul>
For more information, visit https://jobs.cvshealth.com/us/en/benefits
We anticipate the application window for this opening will close on: 12/28/2025
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.</div>

Call Center Platform Administrator & Reporting Specialist

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Call Center Platform Administrator & Reporting Specialist