Online Call Center Manager

Job Description:

We are seeking an experienced Online Call Center Manager to join our team at Al Jazeera Media Network in Doha. As a Mid-to-Senior Level professional with at least 8 years of experience in call center management, you will be responsible for leading and overseeing our online call center operations.

Responsibilities: 1. Develop and implement strategies to improve online call center efficiency and effectiveness. 2. Lead a team of online call center agents and supervisors. 3. Monitor and analyze key performance indicators (KPIs) to ensure goals are met. 4. Implement quality control measures to maintain high levels of customer satisfaction. 5. Collaborate with other departments to optimize workflows and processes. 6. Provide ongoing training and support to team members. 7. Stay up-to-date on industry trends and technologies to continuously improve operations. 8. Handle escalations and resolve customer complaints with professionalism and empathy. 9. Manage scheduling and staffing to ensure adequate coverage during peak times. 10. Collaborate with IT and technical teams to troubleshoot any online platform issues.

Requirements: 1. Bachelor's degree in Business Administration or related field. 2. Proven experience as a Call Center Manager in an online environment. 3. Strong leadership skills with the ability to motivate and inspire team members. 4. Excellent communication and interpersonal skills. 5. Ability to adapt to a fast-paced and constantly changing work environment. 6. Confidence and reliability in handling challenging situations. 7. Innovative mindset to drive process improvements and implement new technologies. 8. Proficient in Microsoft Office and call center software systems. 9. Ability to work effectively under pressure and prioritize tasks. 10. Fluency in English (additional language skills are a plus).

Benefits: - Medical coverage - Gym membership - Employee discounts - Professional development opportunities

Working Environment: At Al Jazeera Media Network, we thrive in an energetic and rapidly evolving work setting. Our team is dedicated to delivering high-quality content and exceptional customer service every day.

Equal Opportunity Statement: Al Jazeera Media Network is an equal opportunity employer. We welcome and encourage diversity in the workplace and do not discriminate on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.

How to apply:

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