• Oversee and lead the operations staff
• Organize, supervise and evaluate the work of assigned staff
• Manage the operations staff daily activities to ensure overall performance and quality objectives are met
• Develop strong relationship with clients Follow up and assure that the providing service to is meeting their expectations 
• Handle customer complaint calls and ensure that they are resolved
• Motivate agents and make sure that rules are followed
• Monitor the submitted agents’ attendance, leaves and vacations report s
• Set the clients expectation and follow up on their requirements
• Responsible for calls queue monitoring 

Prepare Monthly tickets reports or any related report.

Skills

• Minimum Qualifications : Bachelor's degree in Marketing or any majors related to such position
• Training : Customer Relation Management or any other training will be a strong plus
• Minimum Experience :5+ Years of Experience

Skills

·        Leadership skills

·        Time management skills

·        Handle problems quickly and efficiently

·        Depth knowledge in contact center KPI.

·        Microsoft office (Microsoft Word, excel, Outlook and PowerPoint)

·        Team spirit, an outspoken team player

·        A high sense of responsibility and a keen eye for details

·        Excellent influencing skills

·        Ability to work under pressure

·        Patience

·        Strong verbal and written communication skills in both Arabic and English Language