Job vacancy Call Center Manager

It is rapidly growing firm which is looking to establish a brand-new call centre to support their office.

The company is seeking a highly motivated and experienced Call Centre Manager to spearhead the establishment of the customer service team from scratch. The ideal candidate will be tasked with overseeing all facets of setting up the call centre department, ensuring efficient and effective customer service delivery from its inception. This individual will play a pivotal role in developing processes, recruiting and training staff, fostering a positive work environment, and implementing strategies to elevate customer satisfaction.

• Establish and oversee the setup of all operations within the call centre department.
• Develop initial performance targets and metrics to guide departmental objectives.
• Create and implement strategies to efficiently build and scale the call centre.
• Provide comprehensive coaching, training, and mentorship to newly recruited staff.
• Conduct thorough assessments and offer constructive feedback during the department's early stages.
• Manage and resolve any initial customer complaints or issues effectively.
• Collaborate closely with other departments to establish seamless integration processes.
• Formulate and implement initial call centre policies and procedures in compliance with company standards.
• Research and stay abreast of emerging industry trends and best practices.
• Generate progress reports and presentations for senior management during the department's setup phase.
• Develop and implement the initial technology infrastructure required for call centre operations.
• Establish recruitment and on-boarding processes to build a skilled and efficient team from the ground up.

• Minimum 5 years of experience
• Excellent English speaking and writing skills
• Arabic preferred
• Proficiency in MS Office
• Experience in the Healthcare industry is a plus
• Experience in setting up the department is a plus