About Us:

Al-Jazeera Al-Arabiya Company for Communication and Internet is a leading company in the field of Internet and network solutions. Established in 2004 in Baghdad, the company has been interacting with all communication and information systems. Using modern techniques in wireless and FTTH technologies, the company provides internet services to cover all regions of Iraq. Also, we are well-positioned in the field of telecommunications in Iraq, and our company continuously expanding and improving its technologies.

Contact Center Manager

We are looking for a skilled Contact Center Manager who can lead our representatives to better performance and improve service quality. The Contact Center Manager will assist in establishing Contact Center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze Contact Center data, and focus on improving performance and processes in an effort to better support customers. You should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

To be a successful Contact Center Manager, you should be focused on improving your team of representatives and Contact center practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor.

Contact Center Manager Responsibilities:

• Hiring, training, coaching, and leading Contact center representatives as they provide support for customers.

• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives

• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.

• Assisting other management team members in identifying trends and establishing Contact center goals.

• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.

• Preparing reports and analyzing Contact center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

• Taking on other tasks or projects to support employees, other managers, and Contact center operations.

Contact Center Manager Requirements:

• Bachelor's degree in a relevant field, such as computer science or information technology.

• Proven experience in managing a Contact Center team or a similar role.

• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.

• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.

• Knowledge of management principles and familiarity with company products, services, and policies.

• Strong coaching and leadership skills, ability to motivate employees.

• Decisiveness and attention to detail.

• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

• Polite, professional phone voice.

Al-Jazeera Telecom - الجزيرة للاتصالات

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Contact Center Manager