Hiring: Call Center Manager

Now Hiring: Call Center Manager
Location: Kuwait

Company: Dnia Al Bukhary
About Us:
Dnia Al Bukhary is one of Kuwait’s leading names in rice cuisine, known for excellence in quality and service.

We are currently seeking a Call Center Manager to lead and optimize our customer support operations.

Key Responsibilities

1. Team Leadership

• Recruit, train, and manage call center agents
• Conduct regular performance evaluations and provide coaching
• Organize shift schedules to ensure full coverage

2. Performance Monitoring

• Track and analyze KPIs such as Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT)
• Use CRM and workforce management tools for performance insights

3. Customer Service Excellence

• Maintain high-quality interactions between agents and customers
• Resolve escalated customer complaints
• Implement feedback systems to enhance service delivery

4. Process Optimization

• Improve call scripts and workflows for greater efficiency
• Minimize wait times and enhance call routing
• Introduce automation tools like IVR and chatbots where applicable

5. Compliance & Reporting

• Ensure compliance with relevant regulations (e.g., GDPR, TCPA)
• Prepare and present performance reports to senior management

6. Technology Oversight

• Manage call center software such as Five9, Zendesk, or Genesys
• Troubleshoot and resolve operational tech issues

Interested candidates are encouraged to apply and be part of a growing, customer-focused team.

+965 6610 5527