Contact Centre Operations Manager

Manage contact-centre operations in Amman, improving resources, service, sales and team performance with seven or more years of experience.

Operational responsibilities

• Plan and execute centre strategy, managing daily resources and staff and improving systems and processes.
• Set and meet speed, efficiency, sales and quality targets and review metrics, statistics and performance.
• Partner with HR on appraisal, incentives, rewards, motivation and retention.
• Coach team leaders and supervisors, develop growth plans, communicate daily and ensure procedural compliance.
• Implement international standards and work with clients on attrition, taking accountability for account performance.

Qualifications

• A Marketing or related bachelor’s or master’s degree and at least seven years of experience.
• CRM, PMP, operations-management or relevant training is a strong advantage.
• Leadership, motivation, time management, problem-solving, contact-centre KPI expertise and Office proficiency.
• Numerical ability, people management, teamwork, patience and strong spoken and written Arabic and English under pressure.

Application

• Full-time Amman role. Salary and closing date are unstated; apply through the original vacancy for an unnamed employer.