Call Center Manager

· Execute a well-defined Communication and Engagement model to ensure all of the teams understand the performance of Dorra business and also that they understand the needs of their teams
· Develop the team and support individual progression and learning
· Monitor team calls (live & recorded) and make sure that the calls KPIs applied.
· Support call center team by handling angry customers and respond to the transferred calls.
· Solve tricky escalations and crisis management situations
· Assist in handling customers’ calls especially in rush hours or absence of the team member.
· Prepare reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
· Prepare the daily/weekly & monthly reports.

• Education:
  Bachelor degree from a reputable university
  Experience:
  (6-8) years of experience in any relevant fie