Call Center Manager Job Opportunity

13 hours ago


Kuwait City, Al Asimah Client of Alert HR Solutions Full time

The Client of Alert HR Solutions offers a comprehensive compensation package that includes a tax-free salary, permanent employment for 2-3 years, 30 days of annual paid leave, and annual study leave based on your position. Our client covers healthcare insurance or treatment and provides a medical malpractice insurance, along with other benefits as per company policy.

This role requires a customer service leader who can manage a team of customer service representatives, resolve complex customer inquiries, and ensure adherence to company policies and service standards. To succeed in this role, you should possess strong leadership and team management skills, excellent verbal and written communication skills, and the ability to handle customer complaints and difficult situations with professionalism and empathy.

Required Skills & Qualifications:

  • Bachelor's degree in Business, Communications, or related field (preferred), or equivalent work experience.
  • Minimum of 3-5 years of experience in contact or call center operations, with at least 1-2 years in a supervisory role.
  • Experience in Banking or Telecom Industry.
  • Proven track record of managing and motivating a team to meet performance goals.
Responsibilities:

This role involves:

  • Supervising a team of customer service representatives.
  • Providing coaching, guidance, and feedback to staff.
  • Fostering a positive team environment.
  • Managing shift schedules.
  • Conducting regular team meetings.
  • Resolving complex customer issues.
  • Maintaining quality standards.
  • Developing strategies to improve customer satisfaction and loyalty.
  • Monitoring customer service metrics.
  • Tracking KPIs for the customer service team.
  • Identifying training needs and coordinating training programs.
  • Evaluating and refining customer service workflows.
  • Ensuring adherence to company policies and service standards.
  • Collecting customer feedback and sharing insights with management.
  • Overseeing the use of customer service software and technologies.

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