Contact Center Manager

Job Description:

Qatar Mobility Innovations Center is seeking a Contact Center Manager to join our dynamic team in Doha. As a mid-to-senior level position with a part-time schedule, this role requires a dedicated and confident individual with at least 7 years of experience in contact center management.

Responsibilities: - Manage daily operations of the contact center, including overseeing a team of customer service representatives - Develop and implement strategies to improve customer service, efficiency, and overall performance - Monitor key performance indicators and analyze data to identify trends and make data-driven decisions - Ensure compliance with company policies and procedures, as well as industry regulations - Provide training and support to contact center staff to ensure high-quality service delivery - Collaborate with other departments to streamline processes and improve customer experience - Handle escalated customer inquiries and complaints in a professional and timely manner - Conduct regular performance evaluations and provide feedback to staff for continuous improvement

Requirements: - Bachelor's degree in a related field - Proven experience in contact center management - Strong leadership and decision-making skills - Excellent communication and interpersonal abilities - Proficiency in CRM software and other relevant tools - Critical thinking and analytical skills - Ability to work under pressure and meet deadlines - Fluent in English (Arabic language skills will be a plus)

Personality traits: - Dedicated - Confident

Soft skills: - Critical thinking - Analysis

Benefits: - Company equipment - Visa sponsorship - Training & professional development opportunities

Working environment: At Qatar Mobility Innovations Center, we value building strong connections and treating colleagues like an extended family. We believe in fostering a supportive and collaborative work environment where every team member can thrive.

Deadline to apply: July 5, 2024

Equal Opportunity Statement: Qatar Mobility Innovations Center 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, marital status, or any other protected status. We are committed to diversity and inclusion in our workplace.

How to apply:

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