Call Center Manager

Job Description:

We are looking for a talented and experienced Call Center Manager to join our team at Qatar Petroleum. As the Call Center Manager, you will be responsible for overseeing the operations of our call center and ensuring that our customers receive top-notch service at all times. This role is critical to the success of our organization as you will be responsible for managing a team of call center agents and ensuring that they meet and exceed performance metrics.

Responsibilities: - Oversee the day-to-day operations of the call center, including monitoring call volume, productivity, and customer satisfaction metrics. - Develop and implement strategies to improve the efficiency and effectiveness of the call center operations. - Train, mentor, and coach call center agents to ensure they have the skills and knowledge needed to provide excellent customer service. - Monitor and evaluate agent performance, provide feedback, and implement corrective actions as needed. - Develop and implement policies and procedures to ensure consistent and high-quality customer service. - Handle escalated customer issues and provide resolutions in a timely and professional manner. - Collaborate with other departments to identify and address customer service issues and trends. - Analyze data and generate reports to track performance metrics and identify areas for improvement.

Requirements: - Bachelor's degree in a related field. - Minimum of 6 years of experience in call center management. - Strong leadership and management skills. - Excellent communication and interpersonal skills. - Ability to multitask and prioritize work in a fast-paced environment. - Adaptable and motivated personality traits. - Persuasion and emotional intelligence soft skills. - Proficient in MS Office and CRM software.

Benefits: - Gym membership - Profit sharing - Paid sick leave

Working Environment: At Qatar Petroleum, we prioritize quality in all aspects of work, products, and services. We are committed to providing a positive and inclusive work environment where employees feel valued, respected, and supported in their professional development.

Equal Opportunity Statement: Qatar Petroleum is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran. We strive to create a diverse and inclusive workplace where all employees feel welcome and respected.

How to apply:

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