Call Center Manager - Online Flights

Almosafer

1. Leadership & Team Development

1. Lead, mentor, and develop a team of customer care supervisors and agents to ensure high engagement and performance.
2. Implement training programs to enhance team skills in customer service, conflict resolution, and CRM tools.
3. Conduct performance reviews, set KPIs, and drive accountability across the team.

2. Customer Experience Strategy

1. Develop and execute customer care strategies aligned with Almosafer business goals.
2. Analyze customer feedback (NPS, VOC, etc) to identify trends and implement service improvements.
3. Ensure seamless omnichannel support (phone, email, chat, social media) with a focus on first-contact resolution.

3. Operational Excellence

1. Oversee daily operations, ensuring SLA compliance, efficiency, and quality assurance.
2. Optimize workflows and implement automation/AI tools to enhance productivity.
3. Manage escalations and crisis situations with a structured problem-solving approach.

4. Data-Driven Decision Making

1. Monitor and report on key metrics (e.g., response time, resolution rate, customer retention).
2. Use analytics to identify root causes of customer issues and propose long-term solutions.
3. Present insights and recommendations to senior leadership for continuous improvement.

5. Stakeholder & Cross-Functional Collaboration

1. Work closely with Product, Tech, and Marketing teams to enhance customer journeys.
2. Collaborate with BPO partners (if applicable) to maintain service standards.
3. Represent the voice of the customer in business strategy discussions.

1. Education & Experience

1. Bachelor s degree in Business Administration, Marketing, or a related field.
2. Five+ years in customer service, with two+ years in a managerial role (travel, e-commerce, or hospitality industry preferred).
3. Experience with CRM systems (Zendesk, Salesforce, Freshdesk) and customer analytics tools.
4. Proven track record in improving CSAT, reducing churn, and optimizing service operations.

1. Technical & Soft Skills

1. Leadership & People Management Ability to inspire and lead large teams.
2. Customer-Centric Mindset Passion for delivering exceptional service.
3. Data & Analytics Proficient in Excel, Power BI, or similar tools.
4. Problem-Solving Strong decision-making in high-pressure scenarios.
5. Communication Fluent in English & Arabic (written and verbal).
6. Tech-Savvy Familiarity with AI chatbots, automation, and digital CX trends.

1. Behavioral Competencies

1. Strategic Thinker Ability to align customer service with business growth.
2. Proactive & Innovative Continuously seeks process improvements.
3. Resilient & Adaptable Thrives in a fast-changing environment.