Description
Call Center Operations Lead
Location: Riffa, Bahrain
Company: Mittipaoo Support Services
About Us
Mittipaoo Support Services is committed to delivering outstanding customer support solutions across diverse industries. We focus on efficiency, innovation, and customer satisfaction. To strengthen our leadership team, we are seeking a dynamic Call Center Operations Lead to oversee daily operations and drive performance excellence.
Key Responsibilities
- Operational management: Oversee day-to-day call center activities, ensuring smooth workflow and adherence to KPIs.
- Team leadership: Supervise, coach, and inspire call center agents to achieve service goals.
- Process optimization: Identify inefficiencies and implement strategies to improve productivity and customer satisfaction.
- Performance monitoring: Track metrics such as call handling time, resolution rates, and customer feedback.
- Escalation management: Handle complex customer issues and provide guidance to agents on resolution strategies.
- Training and development: Organize training programs to enhance agent skills and service quality.
- Reporting and analytics: Prepare operational reports and recommend improvements to senior management.
- Cross-functional collaboration: Work with other departments to align customer support strategies with company objectives.
Qualifications:
- Proven experience in call center operations or a similar supervisory role.
- Strong leadership and communication skills.
- Ability to analyze data and make informed decisions.
- Proficiency in call center software and reporting tools.
- Problem-solving mindset with a focus on customer satisfaction.
- Fluency in English; Arabic language skills are an advantage.
What We Offer
- Competitive salary and benefits package.
- Career growth opportunities within a fast-paced environment.
- A collaborative and supportive workplace culture.
Pay: Up to BD1,300.000 per month
Work Location: In person