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Customer Experience Manager
3 weeks ago
We are seeking an experienced Operations Leader to join our team. As a Call Center Supervisor, you will be responsible for overseeing the daily operations of our call center, ensuring that all aspects of customer service are met.
You will work closely with the call center agents to provide training and development opportunities, as well as support them on a day-to-day basis. Your goal will be to ensure that the highest level of customer satisfaction is achieved through efficient and effective call handling.
Responsibilities:
- Manage call center operations to achieve KPIs
- Train and develop call center agents
- Support call center agents on day-to-day duties
- Review outsourced technology and/or call center agents' performance
- Handle customer escalations and VOC cases
Requirements:
To be successful in this role, you will need:
- Bachelor's degree in Business Management, Hospitality, or a related field
- 5-10 years of experience in supervisory roles within the call center industry
- Bilingual proficiency in Arabic and English
- Excellent soft skills and communication abilities
- Strong problem-solving and emotional intelligence to handle customer escalations effectively
- Proficiency in Power BI, Tableau, and Microsoft Office
