Contact Center Manager

Job Description:

Katara Hospitality is seeking a skilled Contact Center Manager to oversee our contact center operations in Doha. The Contact Center Manager will be responsible for leading a team of contact center agents to provide exceptional customer service and support to our guests and clients. This role requires a high level of energy, passion, and creativity to drive performance and achieve business goals.

Responsibilities: 1. Develop and implement contact center strategies to improve customer satisfaction and optimize operational efficiency. 2. Manage a team of contact center agents, providing leadership, guidance, and coaching to ensure high performance and employee satisfaction. 3. Monitor and analyze key performance indicators to identify trends and opportunities for improvement. 4. Collaborate with other departments to ensure alignment on customer service standards and communication strategies. 5. Handle escalated customer inquiries and complaints, resolving issues promptly and effectively. 6. Develop and maintain contact center policies and procedures to ensure adherence to company standards and compliance with regulations. 7. Conduct regular performance evaluations and provide feedback to team members to support their professional growth and development. 8. Stay updated on industry trends and best practices in contact center management to drive continuous improvement initiatives. 9. Prepare regular reports and presentations on contact center performance and contribute insights to leadership meetings. 10. Drive a culture of innovation and continuous improvement within the contact center team.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Minimum of 7 years of experience in contact center management. 3. Proven track record of successful leadership and performance management in a contact center environment. 4. Energetic and passionate about delivering exceptional customer service. 5. Strong decision-making skills and ability to think creatively to solve complex problems. 6. Excellent communication and interpersonal skills. 7. Proficiency in CRM systems and contact center technologies. 8. Ability to work in a fast-paced, dynamic environment. 9. Experience in the hospitality industry is a plus.

Benefits: - Parental leave - Profit sharing - Joining Bonus

Equal Opportunity Statement: Katara Hospitality is an equal opportunity employer and is committed to creating an inclusive and diverse workforce. We welcome applications from all qualified individuals regardless of race, gender, age, religion, sexual orientation, disability, or veteran status.

How to apply:

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