Kuwait Call Center Management Opportunity

15 hours ago


Kuwait City, Al Asimah Al Asfour DCHR Full time

Key Responsibilities

  1. Team Leadership:
    Recruit, train, and manage a team of call center agents.
    Monitor team performance and implement strategies for improvement.
    Set individual and team KPIs to ensure high levels of productivity.
  2. Operational Management:
    Develop and implement workflows and policies to ensure smooth operations.
    Oversee call center technologies and suggest upgrades to improve efficiency.
    Manage schedules and workload distribution to meet peak demands.
  3. Customer Service Excellence:
    Ensure timely and professional handling of customer inquiries, complaints, and orders.
    Implement measures to enhance customer satisfaction and loyalty.
    Analyze feedback and trends to improve service delivery.
  4. Performance Monitoring and Reporting:
    Track and report key performance metrics (e.g., call volume, resolution rates, customer satisfaction scores).
    Conduct regular reviews of team and individual performance.
    Develop and present strategies for continuous improvement to management.
  5. Coordination with Other Departments:
    Liaise with production, logistics, and quality assurance teams to ensure smooth order fulfillment.
    Collaborate with marketing for promotions and special campaigns.

Qualifications and Requirements

  • Bachelor's degree in Business Administration, Communication, or a related field.
  • Minimum 7 years of experience in call center management, preferably in food services or cloud kitchens.
  • Strong leadership and team management skills.
  • Excellent communication skills in Arabic and English.
  • Proficiency in using CRM software and call center technologies.
  • Customer-focused mindset with proven problem-solving abilities.

  • Call Center Team Lead

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