Remote Call Center Manager

As the Remote Call Center Manager at Qatar Airways, you will be responsible for overseeing a team of remote customer service agents to ensure the highest level of customer satisfaction. Your main goal will be to manage and optimize the call center operations to meet key performance indicators and improve overall efficiency.

Responsibilities: 1. Supervise a team of remote customer service agents, providing guidance, support, and mentoring as needed. 2. Monitor call center metrics and performance, identifying areas for improvement and implementing strategies to enhance productivity. 3. Develop and implement training programs for new and existing staff to improve customer service skills and increase efficiency. 4. Handle escalated customer inquiries and complaints in a timely and professional manner, seeking resolutions that satisfy customers and reflect positively on the company. 5. Collaborate with other departments to ensure a seamless customer experience across all touchpoints. 6. Analyze data and trends to identify opportunities for process improvements and customer service enhancements. 7. Stay up-to-date on industry trends and best practices in call center management, implementing new strategies as needed.

Requirements: 1. 7+ years of experience in call center management, preferably in a remote setting. 2. Proven track record of meeting and exceeding call center performance metrics. 3. Excellent communication and interpersonal skills. 4. Strong leadership abilities and a passion for developing and motivating teams. 5. Ability to work independently and adapt to changing priorities. 6. Experience with strategic planning and decision-making. 7. Bachelor's degree in business administration or a related field (preferred).

Personality traits: We are looking for a passionate and independent individual who thrives in a fast-paced environment and is dedicated to delivering exceptional customer service.

Soft skills: Adaptability and strategic planning skills are essential for this role, as you will need to navigate the ever-changing landscape of customer service and call center management.

Benefits: In addition to a competitive salary, Qatar Airways offers disability insurance, remote work flexibility, and a relocation allowance for eligible candidates.

Working environment: At Qatar Airways, we believe in unleashing creativity in a setting that celebrates and nurtures innovation. As a remote call center manager, you will have the opportunity to contribute to the success of one of the world's leading airlines while working from the comfort of your own home.

Equal opportunity statement: Qatar Airways is an equal opportunity employer and is committed to creating a diverse and inclusive workplace where all employees are valued and respected. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status. All qualified applicants will receive consideration for employment.

Deadline to apply: May 28, 2024. Apply now to join our team and help shape the future of customer service at Qatar Airways.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.