Key Responsibilities:
Lead, motivate, and manage the Call Center team
Monitor daily operations, productivity, and service quality
Set and track KPIs and performance targets
Monitor call quality, customer satisfaction, and service levels
Analyze call center reports and identify areas for improvement
Develop coaching and training plans for team members
Handle escalated customer issues professionally
Optimize workflows and ensure efficient call handling
Prepare regular performance reports for management
Coordinate with other departments to improve the overall customer experience
Desired Candidate Profile
Requirements:
3+ years of experience in Call Center Management / Team Leadership
Strong leadership and people-management skills
Excellent communication and problem-solving abilities
Strong knowledge of call center KPIs and reporting
Excellent Arabic and English communication skills; French is a plus
Good command of MS Office and call center/CRM systems
Ability to work under pressure and meet targets
Strong organizational and analytical skills