Kuwait Job Openings
Al Asfour DCHR
Call Center Manager
Kuwait City
FULL TIME & CONTRACT
November 26, 2024
Position Title: Call Center Manager
Location: Onsite, Kuwait
Experience Level: 7+ years
Gender Preference: Male
Job Summary
The Call Center Manager will oversee and manage all aspects of the customer service call center operations for Cloud Kitchen Bakery Company. The role involves leading a team of agents, ensuring excellent customer satisfaction, and driving operational efficiency in a fast-paced environment.
Key Responsibilities
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
Contract length: 12 months
Pay: KD500.000 - KD1,500.000 per month
Experience:
- Call Center: 7 years (Required)
- English (Required)
- Arabic (Required)
- Kuwait City (Required)
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