🚀 We’re Hiring!
Position: Manager – Call Center Operations
Location: Jordan
We’re looking for a seasoned Call Center Manager with strong experience in e-commerce operations, customer service leadership, and vendor/BPO performance management. This role will lead our call center teams in Jordan, ensuring exceptional customer experience, operational excellence, and seamless alignment with our e-commerce partners.
Key Responsibilities
* Oversee daily operations and ensure high service levels
* Lead capacity planning and track KPIs (AHT, response time, CSAT, quality, etc.)
* Manage vendor/BPO relationships and ensure SLA performance
* Resolve operational challenges and maintain cost efficiency
* Lead and motivate customer service teams
* Conduct MBRs/QBRs and drive data-based improvements
* Plan training programs to enhance team capability and product knowledge
* Handle major customer escalations
* Implement CX improvement strategies aligned with e-commerce best practices
* Analyze trends and customer feedback to identify opportunities
* Collaborate with platform partners for seamless operations
* Prepare performance reports and insights
* Use analytics to support decision-making
* Recommend strategic initiatives to senior leadership
* Leverage CRM and call center platforms for accurate reporting
Qualifications:
* 5+ years of managerial experience in call center or e-commerce operations
* Strong background in vendor/BPO management
* Proven success in fast-paced, high-volume environments
* E-commerce operations experience is a strong plus
* Strong analytical and problem-solving abilities
* Excellent communication and leadership skills
- * Proficiency in MS Office
