manager call center

Abacus Outsourcing

The Assistant Manager &ndash; Quality Assurance plays a critical role in ensuring service excellence across BPO operations by monitoring, evaluating, and continuously improving the quality of customer interactions. This position supports the QA Manager in implementing quality frameworks, ensuring compliance with client and regulatory requirements, enhancing agent performance, and driving client satisfaction through data-driven analysis, coaching, and continuous improvement initiatives.Key Responsibilities<ul><li>Monitor and evaluate customer interactions (calls, chats, emails, and tickets) in line with defined quality standards, KPIs, and client SLAs.</li><li>Ensure strict adherence to internal SOPs, regulatory requirements, and client compliance guidelines.</li><li>Identify quality gaps, performance trends, and root causes, and recommend corrective and preventive actions.</li><li>Support, guide, and mentor QA Analysts to maintain consistency, accuracy, and calibration in evaluations.</li><li>Conduct regular calibration sessions with QA, Operations, and Training teams to align quality expectations.</li><li>Provide structured feedback, action plans, and coaching recommendations to improve agent performance.</li><li>Prepare, analyze, and share daily, weekly, and monthly quality performance reports with stakeholders.</li><li>Analyze quality metrics and trends to drive continuous process and performance improvements.</li><li>Present quality insights, risks, and improvement plans to management and clients when required.</li><li>Assist in client audits, internal quality reviews, and business review meetings.</li><li>Handle quality-related escalations in close coordination with Operations and relevant stakeholders.</li><li>Ensure client expectations, quality benchmarks, and service excellence standards are consistently met.</li></ul>Required Qualifications &amp; Skills<ul><li>At least Bachelor&rsquo;s degree in Business Administration, Management, or a related field (required).</li><li>Strong understanding of contact center QA frameworks, KPIs, SLAs, and compliance standards.</li><li>Excellent analytical, reporting, communication, and stakeholder management skills.</li><li>Proven ability to coach, mentor, and lead QA teams in a fast-paced BPO environment.</li><li>Proficiency in MS Excel, reporting tools, and QA monitoring systems.</li></ul>Experience<ul><li>3&ndash;5 years of experience in BPO / Contact Center Quality Assurance.</li><li>1&ndash;2 years in a Senior QA, QA Team Lead, or Assistant Manager role.</li></ul>Job Details<ul><li>Job Type: Full-time</li><li>Work Location: On-site / In-person</li></ul>Benefits<ul><li>Provident Fund (PF)</li><li>Medical Insurance</li><li>Performance-based Bonus</li><li>Annual Increment</li><li>Paid Leaves (as per company policy)</li></ul>How to ApplyInterested candidates may apply by sharing their updated CV at: hassan.saleem@abacus-global.com Job Type: Full-timePay: Rs150,000.00 - Rs200,000.00 per monthWork Location: In personApplication Deadline: 27/12/2025

Assistant Manager Call Center QA

VaporVM

<div><div><div>Date Posted:</div>
24 December, 2025</div>
<div><div>Industry:</div>
IT Services and IT Consulting</div>
<div><div>Location:</div>
VAPORVM IT SERVICES DMCC</div></div>
 <div><h2 class="jobSectionHeader">Job Description:</h2>
<div>NOC &amp; Call Center Manager

Position Summary

The NOC &amp; Call Center Manager leads both the technical 24&times;7 Network Operations Center and the customer-facing Call Center. This role ensures IT service uptime and excellent end-user support by managing teams, tools, processes, and escalations under one umbrella.

Core Responsibilities
<ul><li>Manage NOC operations (infrastructure, network, cloud monitoring) and Call Center operations(customer service, helpdesk).</li></ul>
<ul><li>Define and monitor KPIs across both domains (MTTR, SLA uptime, AHT, FCR, CSAT).</li></ul>
<ul><li>Oversee workforce scheduling, 24&times;7 coverage, and rotation planning.</li></ul>
<ul><li>Lead incident management, escalation handling, and major incident communication.</li></ul>
<ul><li>Ensure integration of monitoring tools (NOC) with ITSM/ticketing systems (Call Center).</li></ul>
<ul><li>Provide leadership, training, and career paths for L1 Operators, L2 Engineers, and Call Center Agents.</li></ul>
<ul><li>Generate executive reports for management and drive continuous service improvement.</li></ul>

Required Experience
<ul><li>12+ years in IT operations, customer service, or service management.</li></ul>
<ul><li>5+ years in managing NOC, SOC, or Call Center operations.</li></ul>

Skills
<ul><li>Strong command of ITIL, ISO 20000 for service operations.</li></ul>
<ul><li>Leadership and staff development across technical and customer teams.</li></ul>
<ul><li>Proficiency in NOC monitoring tools (Dynatrace, vROps, SolarWinds) and Call Center CRM/IVR systems.</li></ul>
<ul><li>Crisis management and cross-functional stakeholder engagement.</li></ul>
<ul><li>Arabic Language Business Proficiency</li></ul>

Certifications
<ul><li>ITIL v4 Managing Professional (mandatory).</li></ul>
<ul><li>PMP or PgMP (preferred).</li></ul>
<ul><li>Customer Service/Call Center Operations certification (preferred).</li></ul>

Key Deliverables
<ul><li>Unified operational dashboard covering NOC and Call Center performance.</li></ul>
<ul><li>Monthly SLA, uptime, and customer satisfaction reports.</li></ul>
<ul><li>Staff training, shift rotation plans, and workforce optimization schedules.</li></ul>
<ul><li>Incident and problem management reports with root cause analysis.</li></ul>

KPIs
<ul><li>Service Availability &amp; SLA compliance.</li></ul>
<ul><li>MTTR / MTTA (technical incidents).</li></ul>
<ul><li>First Call Resolution (FCR) &amp; CSAT (customer support).</li></ul>
<ul><li>Staff productivity and schedule adherence.</li></ul>

Reporting

Reports to Head of IT (Deputy CTO/CTO), with dotted-line reporting to Customer Experience leadership.</div></div>

NOC & Call Center

The Address Investments

<div>
 
 
 Position Summary
 
 
 
 We are seeking a customer-focused and motivated
 
 Call Center Representative
 
 to join our team. In this role, you will handle inbound and/or outbound customer interactions, provide product and service information, resolve issues, and deliver an exceptional customer experience. The ideal candidate is an effective communicator, problem-solver, and team player with a positive attitude.
 
 
 
 
 
 
 Key Responsibilities
 
 
 <ul>
 <li>
 Answer incoming calls, emails, or chats in a professional and timely manner
 </li>
 <li>
 Provide accurate information regarding products, services, policies, and procedures
 </li>
 <li>
 Handle customer concerns, complaints, and inquiries with patience and empathy
 </li>
 <li>
 Troubleshoot issues and escalate complex problems to the appropriate department
 </li>
 <li>
 Document all interactions and outcomes in the CRM system
 </li>
 <li>
 Follow call scripts, quality standards, and performance metrics
 </li>
 <li>
 Process orders, payments, and account updates when required
 </li>
 <li>
 Maintain a strong understanding of company offerings and updates
 </li>
 <li>
 Meet or exceed weekly and monthly call goals and customer satisfaction targets
 </li>
 <li>
 Contribute to a positive team environment and support colleagues as needed
 </li>
 </ul>
 
 
 
 
 
 Qualifications
 
 
 <ul>
 <li>
 Previous customer service or call center experience is a plus
 </li>
 <li>
 Strong verbal and written communication skills
 </li>
 <li>
 Active listening skills and the ability to build rapport
 </li>
 <li>
 Ability to multi-task, prioritize, and manage time effectively
 </li>
 <li>
 Comfortable using computers, CRM tools, and phone systems
 </li>
 <li>
 Problem-solving abilities with a customer-first mindset
 </li>
 <li>
 Ability to remain calm under pressure and handle difficult calls
 </li>
 <li>
 Availability for shift work, including evenings or weekends if required
 </li>
 </ul>
 
 
 
 
 
 What We Offer
 
 
 <ul>
 <li>
 Competitive hourly wage or salary
 </li>
 <li>
 Performance bonuses or incentives
 </li>
 <li>
 Comprehensive training and ongoing development
 </li>
 <li>
 Health, dental, and retirement benefits (if applicable)
 </li>
 <li>
 Opportunities for career growth within the company
 </li>
 <li>
 Supportive and engaging team environment
 </li>
 </ul>
 
 
</div>

Fresh Call Center

Erdoğan Hukuk Arabuluculuk&Danışmanlık

<ul><li>Erdoğan Hukuk Arabuluculuk ve Danışmanlık B&uuml;rosu'nun icra takip dosyalarının tahsilatı noktasında g&ouml;rev alacak deneyimli &quot;CALL CENTER&quot; arıyoruz.</li><li>En az lise mezunu, tercihen Adalet Y&uuml;ksek Okulu mezunu,</li><li>İcra takibi alanında en az 5 yıl deneyimi olan,</li><li>&Ouml;zellikle tahsilat noktasında deneyimli ve uyumlu,</li><li>Sorumluluk sahibi, disiplinli,</li><li>İletişim becerisi y&uuml;ksek, diksiyonu d&uuml;zg&uuml;n, kendini ifade edebilen,</li><li>İnsan ilişkileri başarılı; g&uuml;ler y&uuml;zl&uuml;, dinamik ve sabırlı,</li><li>Takım &ccedil;alışmasına yatkın, hedef ve sonu&ccedil; odaklı &ccedil;alışan,</li><li>Adres: Mustafa Kemal Mah. 2132 Sok. No:4/3 &Ccedil;ankaya/Ankara</li><li>Hafta i&ccedil;i 09.00-18.00 arası &ccedil;alışma saatimiz</li><li>Hafta sonu mesaimiz bulunmamaktadır.</li><li>Prim uygulamamız mevcuttur.</li><li>Aylık 1.040 TL ulaşım &uuml;creti verilmektedir.</li></ul>İş T&uuml;r&uuml;: Tam zamanlıWork Location: İş yeri

Çağrı Merkezi Elemanı (Call Center)

LEAD Development

Call Centre Executive for Owner Association and Property Management May 28, 2025 Call Centre Executive for Owner Association and Property Management As a Call Centre Executive for the Owner Association and Property Management, you will be responsible for providing excellent customer service to our property owners, residents, and tenants. Your primary objective will be to handle incoming calls, respond to inquiries, resolve issues, and ensure effective communication between all stakeholders. You will play a crucial role in upholding the association and property management's reputation and ensuring a positive experience for all clients. Job Responsibilities <ul><li>Manage incoming calls professionally and promptly, greeting callers courteously and maintaining a friendly and helpful tone during interactions.</li><li>Respond to inquiries and provide support to clients through various communication channels, including emails, chat, social media platforms, and other digital tools.</li><li>Effectively communicate with diverse clients, addressing their concerns and needs.</li><li>Assist owners, residents, and tenants with various inquiries related to their services, maintenance requests, account information, events, payments, amenities, lease agreements, and any other relevant topics.</li><li>Provide accurate and up-to-date information about the properties managed by the association, including rental or sales listings, amenities, and maintenance services.</li><li>Accurately record and maintain detailed records of all interactions, inquiries, and resolutions using the CRM system.</li><li>Proactively send Email and SMS communications to relevant clients for planned events, maintenance, marketing offers., etc using CRM or related software.</li><li>Listen attentively to clients' concerns, complaints, and inquiries and provide timely and appropriate solutions or escalate matters to the relevant departments for resolution.</li><li>Ensure timely follow-up on pending issues to ensure complete client satisfaction and efficient problem resolution.</li><li>Collaborate with property management teams, maintenance staff, and other departments to ensure seamless communication and service delivery.</li><li>Stay updated with the latest association's policies, services, and procedures, property information and communication techniques.</li></ul> JOB DESCRIPTION Key Performance Indicators (KPI's) <ul><li>Customer Satisfaction Score.</li><li>Call Abandonment Rate.</li></ul> Skills, Knowledge & Attributes <ul><li>Strong interpersonal skills, active listening abilities, and empathy towards clients' needs.</li><li>Ability to work efficiently in a fast-paced environment and manage multiple tasks simultaneously.</li><li>Positive attitude, patience, and a genuine desire to assist and support clients.</li><li>Flexibility to work in shifts, including evenings and weekends, based on the call center's operating hours and property management requirements.</li></ul> Education and Experience Requirements: <ul><li>Fluent in English & Arabic language, with excellent verbal and written communication skills. Additional language will be a plus.</li><li>Previous experience in a customer service or call centre role within the real estate, property management, or owner association industry is preferred.</li><li>Proficiency in using computer systems, CRM software, and other communication tools.</li><li>Bachelor's degree in any related field.</li><li>5 years relevant working experience with at least 3 years' experience as Call Centre Executive in UAE.</li></ul>The duties and responsibilities described above are not a comprehensive list and that additional tasks may be assigned to the employee from time to time; or the scope of the job may change as necessitated by business demands. Apply Now Full Name Contact Number Email Address Years of relevant experience Attach CV File types : .doc, .docx, and .pdf File size : up to 5 MBFile types : .doc, .docx, and .pdf File size : up to 5 MB

Call Centre Executive for Owner Association and Property Management

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

Gastro Care Partners

<div>Hybrid Regional Patient Operations Manager
We are seeking a Regional Patient Operations Manager to lead the transition of procedure scheduling from outsourced vendors to an internal, centralized model across Arizona, Wyoming, and Colorado. This hybrid role requires strong healthcare operations leadership, experience with patient access and scheduling, and the ability to lead teams through change in a fast-paced, multi-site environment.
Location: Hybrid (AZ, WY, CO)
Travel: 30&ndash;40%
Salary: $80,000&ndash;$95,000 + full benefits
Key Responsibilities:<ul><li>
Lead the transition of procedure scheduling from outsourced vendors to an in-house, centralized model.</li><li>
Design and implement scalable workflows, tools, and governance for multi-site operations.</li><li>
Oversee patient access, scheduling, and call center operations to ensure accuracy, efficiency, and a positive patient experience.</li><li>
Establish and monitor KPIs (call metrics, scheduling accuracy, turnaround times, patient satisfaction).</li><li>
Hire, train, onboard, and develop scheduling and call center staff.</li><li>
Stabilize teams and provide effective leadership during periods of change.</li><li>
Track cost savings, productivity improvements, and operational performance.</li><li>
Partner with clinical leadership, operations, IT, finance, and revenue cycle teams.</li><li>
Travel to sites to support implementation, training, and performance oversight.</li></ul>
<ul><li>Healthcare operations experience required; strong knowledge of procedure scheduling and patient access.</li><li>
5+ years of leadership experience in healthcare operations, scheduling, patient access, or call center environments.</li><li>
Proven experience leading operational change, including internalizing outsourced services.</li><li>
Experience implementing KPIs, dashboards, and performance management systems.</li><li>
Strong people leadership skills and ability to operate independently.</li></ul>
Preferred<ul><li>
Experience in private equity&ndash;backed or high-growth healthcare environments.</li><li>
Multi-site or regional operations leadership experience.</li><li>
Call center or centralized patient access leadership background.</li></ul></div>

Regional Patient Operations Manager

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