Call Center Director

The Call Center Director is a pivotal leadership role within the customer care outsourcing industry, responsible for overseeing the operations of a call center in Doha, Qatar. This position requires a strategic thinker with a strong background in customer service management, who can drive performance and ensure exceptional service delivery. The Call Center Director will lead a team of managers and agents, implementing best practices to enhance customer satisfaction and operational efficiency. The ideal candidate will possess a blend of operational expertise and leadership skills to foster a positive work environment and achieve business objectives.

Responsibilities:

1. Develop and implement strategic plans to enhance call center performance and customer satisfaction.
2. Oversee daily operations, ensuring adherence to quality standards and service level agreements.
3. Lead, mentor, and develop a team of managers and agents to achieve operational goals.
4. Analyze performance metrics and implement improvements based on data-driven insights.
5. Manage budgets and resources effectively to optimize operational costs.
6. Collaborate with other departments to align customer service strategies with overall business objectives.
7. Ensure compliance with industry regulations and company policies.
8. Foster a culture of continuous improvement and innovation within the team.
9. Conduct regular training sessions to enhance staff skills and knowledge.
10. Act as the primary point of contact for key clients and stakeholders, addressing any concerns or escalations.

Preferred Candidate:

1. Proven experience in a leadership role within a call center environment.
2. Strong analytical and problem-solving skills.
3. Exceptional communication and interpersonal abilities.
4. Ability to motivate and inspire a diverse team.
5. Experience with performance management and employee development.
6. Proficiency in call center software and CRM systems.
7. Strong organizational skills and attention to detail.
8. Ability to work in a fast-paced environment and manage multiple priorities.
9. Fluency in English; knowledge of Arabic is a plus.
10. Strong customer focus and commitment to service excellence.