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customer service training manager

Trading & Construction Group

Position Overview:The Customer Service Training Manager is responsible for developing, implementing, and overseeing training programs that equip customer service representatives with the knowledge and skills to deliver exceptional service. This role combines instructional design, leadership, and performance management to drive customer satisfaction and operational excellence.Key Responsibilities:<ul><li>Training Program Development</li><li>Design and implement onboarding and continuous training programs for customer service teams.</li><li>Create training materials including manuals, e-learning modules, videos, and workshops.</li><li>Update training content based on product updates, policy changes, or customer feedback.</li><li>Training Delivery &amp; Facilitation</li><li>Conduct in-person and virtual training sessions for new hires and existing staff.</li><li>Partner with team leads to identify performance gaps and provide targeted training interventions.</li><li>Performance &amp; Quality Monitoring</li><li>Monitor service quality metrics and collaborate with QA teams to improve agent performance.</li><li>Develop assessments, quizzes, and evaluations to measure training effectiveness.</li><li>Team Management</li><li>Lead and mentor a team of trainers and instructional designers (if applicable).</li><li>Coordinate training schedules and manage training resources.</li><li>Cross-Functional Collaboration</li><li>Work closely with Product, Operations, and HR to ensure training is aligned with business needs.</li><li>Provide input into customer service policies, scripts, and escalation procedures.</li><li>Reporting &amp; Analysis</li><li>Analyze training ROI and make data-driven recommendations for improvements.</li><li>Report on training outcomes, agent performance improvements, and feedback trends.</li></ul>Qualifications:<ul><li>Bachelor&rsquo;s degree in Education, Human Resources, Business Administration, or a related field.</li><li>5+ years in customer service, with at least 2&ndash;3 years in a training or managerial capacity.</li><li>Experience with Learning Management Systems (LMS) and instructional design tools.</li><li>Strong presentation, coaching, and interpersonal skills.</li><li>Knowledge of customer service software (e.g., Zendesk, Salesforce Service Cloud) is a plus.</li><li>Certification in training or instructional design (e.g., CPTM, ATD) is preferred.</li></ul>Key Skills:<ul><li>Leadership and team development</li><li>Instructional design and training delivery</li><li>Excellent communication and presentation abilities</li><li>Analytical thinking and performance evaluation</li><li>Project management</li></ul>Working Conditions:<ul><li>Office environment with occasional travel for multi-site training (if applicable)</li><li>Flexibility to accommodate training sessions across different time zones (for global teams)</li></ul>Job Type: Full-time

Customer Service Training manager

Centro Hotels by Rotana

<div>
 
 Job Description
 
 
 
 We&rsquo;re currently seeking for passionate and dynamic guest focused Learning and Development professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.
 
 
 As an Assistant Learning &amp; Development Manager you are responsible for assisting the Human Resources Department in managing the hotel&rsquo;s training function in order to promote the desired work culture. The role involves developing and conducting training courses as well as facilitating training workshops based on operational requirements and will include key responsibilities such as-
 
 
 <ul>
 <li>
 Analyze Colleague Development needs in the hotel and prioritize such needs for the Cluster Assistant Human Resources Manager to review
 </li>
 <li>
 Deliver a variety of professional quality training and development programs and evaluate the effectiveness of training delivery by supervisors
 </li>
 <li>
 Consult with the Cluster Assistant Human Resources Manager for the co-ordination of Colleague Development courses
 </li>
 <li>
 Assist in conducting a &lsquo;Colleague Development Needs&rsquo; analysis and prepare an Annual Learning &amp; Development Plan and budget accordingly
 </li>
 <li>
 Ensure the maintenance of Learning &amp; Development aids, order Learning &amp; Development materials and stationery as required for the Learning &amp; Development office and Colleague Development courses
 </li>
 <li>
 Assist in the selection of Departmental Trainers, then assist in training and developing them through ongoing workshops and monthly meetings
 
 
 </li>
 </ul>
 
 Skills
 
 
 
 
 Education, Qualifications &amp; Experiences
 
 
 
 You should have three years supervisory experience in a professional training environment with expertise in instructional methods and training techniques, preferable including needs analysis, learning theory, group and individual training techniques, as well as training evaluation. You must have a good working knowledge of computers along with excellent communication and presentation skills.
 
 
 
 Knowledge &amp; Competencies
 
 
 
 The ideal candidate will be passionate about training and developing others with the ability to conduct and follow structured training programs in a charismatic and enthusiastic way. You enjoy working with all level of colleagues in a diverse environment, portray good customer service, interpersonal, team building and conflict resolution skills and posses following competencies-
 
 
 Understanding the Business
 
 
 Influencing Outcomes
 
 
 Planning for Business
 
 
 Team Building
 
 
 Valuing Diversity
 
 
 Leading People
 
 
 Adaptability
 
 
 Drive for Results
 
 
 Customer Focus
 
 
 Managing Operation
</div>

Assistant Learning & Development Manager

Ajwan Group

**Fastfood/Fried Chicken Experience is Mandatory**Key Responsibilities:Operational Leadership:<ul><li>Lead, manage, and supervise all restaurant operations to ensure compliance with company policies, procedures, and quality standards.</li><li>Foster a culture of excellence by setting clear expectations, motivating the team, and maintaining a positive work environment.</li><li>Collaborate with various departments to ensure seamless coordination and efficient workflow.</li></ul>Staff Management:<ul><li>Recruit, train, and develop restaurant staff, ensuring they are equipped to provide exceptional customer service.</li><li>Schedule and manage employee shifts, optimizing labor costs while meeting operational demands.</li><li>Provide coaching, performance feedback, and career development opportunities.</li></ul>Guest Satisfaction:<ul><li>Create an inviting and welcoming environment for guests, ensuring a memorable dining experience.</li><li>Address customer inquiries, concerns, and feedback with professionalism, resolving issues to enhance guest satisfaction.</li><li>Monitor guest reviews and take proactive steps to improve service quality.</li></ul>Quality Assurance:<ul><li>Oversee food quality, presentation, and service standards to ensure consistent excellence.</li><li>Maintain cleanliness and adherence to health and safety regulations, conducting routine inspections.</li></ul>Financial Management:<ul><li>Monitor sales, revenue, and expenses to achieve targeted profitability.</li><li>Develop and execute strategies to enhance revenue generation while managing costs effectively.</li><li>Prepare financial reports and budgets, analyzing variances and implementing corrective measures.</li></ul>Inventory and Supply Management:<ul><li>Manage inventory levels, monitor stock, and place orders to ensure adequate supplies while minimizing wastage.</li><li>Collaborate with the kitchen team to optimize inventory turnover and accurate food preparation.</li></ul>Training and Development:<ul><li>Provide ongoing training to staff on service protocols, food safety, and quality standards.</li><li>Identify training needs and promote professional growth opportunities for team members.</li></ul>Marketing and Promotions:<ul><li>Collaborate with marketing teams to implement promotions, events, and campaigns to drive customer engagement.</li><li>Enhance the restaurant's reputation and visibility within the local community.</li></ul>Problem Solving:<ul><li>Address operational challenges, customer issues, and staff concerns with timely and effective solutions.</li><li>Implement strategies to mitigate potential problems and ensure smooth operations.</li></ul>Qualifications and Requirements:<ul><li>Previous experience in a managerial role within the food service industry is essential. Strong leadership skills with the ability to inspire and lead a diverse team.</li><li>Exceptional customer service orientation and interpersonal skills. Effective communication and conflict-resolution abilities.</li><li>Strong analytical skills and strategic thinking.</li><li>Proficiency in financial management, budgeting, and cost control.</li><li>Understanding of health and safety regulations and hygiene practices. Flexibility to work varying shifts, weekends, and holidays as needed.</li></ul>Reporting Structure:The Restaurant Manager reports directly to the Assistant Area Manager or Area Manager. This role is central to the success of outlet, driving operational excellence, guest satisfaction, and overall performance. Effective collaboration with the broader team and alignment with the company's vision are crucial to achieving success in this roleJob Types: Full-time, PermanentApplication Question(s):<ul><li>Do you have previous Experience in KFC/Texas Chicken/ McDonalds?</li></ul>

Restaurant Manager – Fast Food Restaurant (F&B Sector)

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

STFS GROUP

Job Summary:The Restaurant Manager is responsible for overseeing the daily operations of the QSR outlet, ensuring excellent customer service, maintaining high standards of food quality, hygiene, and team performance. The role focuses on achieving sales targets, controlling costs, and ensuring smooth and efficient restaurant operations.Key Responsibilities:1. Operations Management<ul><li>Oversee day-to-day restaurant operations to ensure service excellence and operational efficiency.</li><li>Ensure compliance with company standards for food quality, preparation, hygiene, and presentation.</li><li>Manage inventory, ordering, and stock levels to avoid shortages or wastage.</li><li>Supervise food safety and hygiene practices as per local health regulations.</li></ul>2. Staff Management &amp; Training<ul><li>Supervise, train, and motivate restaurant team members (service crew, kitchen staff, and cashiers).</li><li>Prepare staff schedules and ensure adequate manpower during peak hours.</li><li>Conduct regular performance evaluations and identify training needs.</li><li>Maintain discipline and promote a positive work culture.</li></ul>3. Customer Service &amp; Satisfaction<ul><li>Ensure every guest receives prompt and courteous service.</li><li>Handle customer feedback and complaints professionally and effectively.</li><li>Maintain cleanliness and ambiance of the dining and service areas.</li></ul>4. Sales &amp; Financial Performance<ul><li>Achieve sales and profitability targets as set by management.</li><li>Analyze daily sales, food cost, and labor cost reports and take corrective actions as needed.</li><li>Implement upselling and promotional activities to drive revenue.</li><li>Control expenses and reduce operational wastage.</li></ul>5. Compliance &amp; Reporting<ul><li>Ensure adherence to company policies, QHSE standards, and local authority regulations.</li><li>Maintain accurate records of sales, petty cash, staff attendance, and daily reports.</li><li>Coordinate with Area Manager on operational and financial performance updates.</li></ul>6. Equipment &amp; Maintenance<ul><li>Ensure restaurant equipment and facilities are in proper working condition.</li><li>Coordinate with maintenance teams for timely repairs and servicing.</li></ul>Qualifications &amp; Experience:<ul><li>Bachelor&rsquo;s Degree or Diploma in Hospitality / Business Management or related field.</li><li>Minimum 3&ndash;5 years of experience in QSR / fast food / casual dining industry, including at least 2 years in a supervisory or managerial role.</li><li>Strong leadership, organizational, and customer service skills.</li><li>Knowledge of POS systems, inventory control, and basic accounting principles.</li><li>Familiarity with food safety and hygiene standards (e.g., FHC or equivalent certification).</li></ul>Job Type: Full-timePay: Up to QAR5,000.00 per month

Restaurant Manager

Wyndham Grand Doha West bay Beach

<div><h1 class="jobSectionHeader">SUMMARY</h1>
The incumbent will assist and support the Food &amp; Beverage Manager with the day to day running of the Food &amp; beverage outlets to ensure a consistently high level of service is being offered and delivered to guests.
The F&amp;B Supervisor will be responsible for leading, supporting and training the F&amp;B team on shift.
KEY RESPONSIBILITIES<ul><li>
Ensures new F&amp;B team members are well-trained and motivated / feeling of being welcome.</li><li>
Ensures a smooth running of the F&amp;B operations.</li><li>
Ensures a thorough handover between shifts.</li><li>
Ensures effective inter-departmental communication with Kitchen and other relevant departments,</li><li>
Well planned and executed preparations before and during the service, e.g., preparing tables and polish cutlery.</li><li>
Managing the stock and supplies in the restaurant and ensured orders are being made in time to avoid running out of linen, glasswork etc.</li><li>
To control costs through correct stock usage, rotation, ordering, minimizing wastage, forecasting and managing workload, in conjunction with the F&amp;B Manager.</li><li>
Drive revenue through different upselling programmes.</li><li>
Follows correct reporting procedures if faced with issues.</li><li>
Ensure all standard checklists / task list are completed each shift.</li><li>
Effective prevention, recovery, and investigation of any guest complaints.</li><li>
To strive to anticipate guest needs whenever possible and react to these to enhance customer satisfaction.</li><li>
Ensure the service delivery is consistent and in line the brand SOPs and service culture.</li><li>
Ensure the team has knowledge of the F&amp;B products.</li><li>
Ensures compliance with Health &amp; security, fire regulations and food safety as per company standard and legislation.</li><li>
Ensure correct cash handling and credit card handling as per company standards / policy.</li><li>
Ensure correct closure paperwork is done.</li><li>
Follows the Health &amp; Safety and food hygiene standards as trained.</li><li>
Ensures proper appearance and grooming of the team while on duty.</li><li>
Monitors operating supplies, equipment and reduces spoilage and wastage successfully.</li><li>
Ensure that the team are punctual, polite, courteous, and helpful to guests and colleagues at all times.</li><li>
Leading and motivating a diverse team.</li><li>
Complies with company brand standards.</li><li>
Attend Duty Manager shifts as and if required.</li><li>
Any other reasonable duties assigned by management.</li></ul>
It is not the intent of this Job Description to cover all aspects of the position but to highlight the most important areas of responsibility.
<div><h2 class="jobSectionHeader">Experience Needed</h2><h1 class="jobSectionHeader">
KEY COMPETENCIES</h1>
Alongside with the fundamentals of the brand service culture, the incumbent will be required to demonstrate the below competencies:<ul><li>
Team leadership</li><li>
Planning and organisation</li><li>
Communication</li><li>
Exceptional service delivery</li><li>
Training</li><li>
Complaint resolution</li><li>
Teamwork</li><li>
Flexibility</li><li>
Reliability</li><li>
&ldquo;Can do&rdquo; attitude</li></ul><h1 class="jobSectionHeader">
BACKGROUND</h1><ul><li>
A minimum of 1 years of F&amp;B experience and relevant tack record.</li><li>
Previous supervisory experience will be an advantage but not required.</li><li>
Proficiency in Micros.</li><li>
Degree in hospitality management or business management is a strong advantage.</li></ul></div>
<div><h2 class="jobSectionHeader">Required Skills</h2><h3 class="jobSectionHeader">
Customer service</h3>
Customer Service<h3 class="jobSectionHeader">
Soft skills</h3>
Detail Oriented, Team Player</div>
<div><h2 class="jobSectionHeader">Values</h2>
Integrity, Fun, Accountability, Care, Inclusive</div>
<div><h2 class="jobSectionHeader">Benefits</h2>
Staff accommodation, Staff transportation, Length of service benefits, Employee rate in all Wyndham hotels globally, Hotel restaurant staff rate, Training program &ndash; All employee levels</div></div>

Food & Beverage Supervisor

Job Title: Service Crew &ndash; QSRDepartment: Operations Reports To: Restaurant Supervisor / Store ManagerJob Purpose:To provide excellent customer service, ensure smooth restaurant operations, maintain cleanliness and hygiene standards, and support kitchen and front-of-house activities to deliver a great guest experience.Key Responsibilities:Customer Service:<ul><li>Greet customers in a friendly and professional manner.</li><li>Take accurate food and beverage orders using POS system.</li><li>Serve food and beverages promptly and ensure customer satisfaction.</li><li>Handle customer inquiries, feedback, or complaints courteously and report issues to the supervisor.</li></ul>Operations:<ul><li>Assist in food preparation, assembling orders, and ensuring product quality as per company standards.</li><li>Maintain stock levels at the counter and communicate shortages promptly.</li><li>Support kitchen or delivery staff when required to ensure smooth flow of operations.</li><li>Follow standard operating procedures (SOPs) for service and product handling.</li></ul>Hygiene &amp; Safety:<ul><li>Maintain cleanliness of workstations, counters, dining area, and restrooms.</li><li>Adhere to food safety and hygiene guidelines (FHC/ISO standards if applicable).</li><li>Ensure all equipment is clean, sanitized, and in proper working condition.</li></ul>Teamwork &amp; Company Values:<ul><li>Work collaboratively with team members and management to achieve sales and service targets.</li><li>Uphold company image and maintain a professional appearance at all times.</li><li>Participate in regular training programs and performance evaluations.</li></ul>Job Type: Full-time

Service Crew, Cashier, Waiter - QSR

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