Administration & Call Center Manager

Job description / Role

The manager is responsible for the daily running and management of the center through the effective use of resources. He has the responsibility for meeting, and possibly setting customer service targets as well as planning areas of improvement or development. Call center managers ensure that calls are answered by staff within agreed time scales and in an appropriate manner.

Administration & Call center managers liaise with businesses for which they provide the first response, as well as the third parties who supply products to the center. They coordinate and motivate call center staff and may also manage staff recruitment and Supports operations by supervising staff; planning, organizing, and implementing administrative systems.

KEY ACCOUNTABILITIES:
1. Setting and meeting performance targets for speed, efficiency and quality.
2. Managing the daily running of the call Center; liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues.
3. Maintaining up-to-date knowledge of industry developments and involvement in networks.
4. Monitoring random calls to improve quality, minimize errors and track operative performance.
5. Monitoring random calls to improve quality, minimize errors and track operative performance.
6. Ensuring compliance with Group policies, recording of inquiries, feedback and follow up requests.
7. Manage and report on a customer feedback system.
8. Maintain an organized, stable and secure operating environment for the teams.
9. Responsible for delivering high standards of service to customers by making the most effective and efficient use of call-center staff and technology resources. They use a range of measurements to monitor, analyse and plan improvements to call-center performance.
10. Handling the most complex customer complaints or enquiries. ensure that the right level of resources is available to meet customer demand. By analysing records of incoming calls, managers can identify peak times and quiet times.
11. Achieve financial objectives by anticipating requirements; submitting information for budget preparation; scheduling expenditures; monitoring costs; analysing variances.
12. Providing reports on various aspects of call-center performance to other members of the management team. Sales and marketing managers require reports on outbound sales performance. Finance executives want reports on the operational costs of the call center. The information technology team needs information on operational performance such as call volumes or requirements for additional call-center resources such as email or videoconferencing.
13. Accomplishes staff results by communicating job expectations; planning, monitoring,
14. Maintains administrative staff by recruiting, selecting, orienting, and training employees
15. Coach, mentor and assess the performance of direct reports, providing them with regular feedback and ensuring appropriate motivation with a view to enhancing overall organizational performance.
16. Provides supplies by identifying needs for reception, switchboard, mailroom, and kitchen; establishing policies, procedures, and work schedules.
17. Ensure compliance with the performance management process and its linkages to training, compensation, rewards, promotion, career development and succession planning.
18. Contributes to team effort by accomplishing related results as needed.

COMMUNICATIONS & WORKING RELATIONSHIPS:
Internal:
- Weekly meeting with the call centre operators and Manager- Customer Service.
- Functional employees as identified in Call Centre procedures to forward complaints/ requests
- received via the phone and email

External:
- Customers - for managing any urgent concerns, inquires and recommending solutions

Requirements

- Bachelor's degree in Customer services, Business Administration, Operations Management or a related subject.
- Any other relevant international IT certifications, Project Management certification will be an added advantage.
- 8 - 10 years of experience in a similar customer-facing position with minimum 3 years of managerial position in a corporate, real estate or hospitality sector.
- Experience designing incentives, establishing sales goals and managing call centre productivity according to metrics and revenue targets.
- Previous experience in Qatar/ GCC will be preferred.
- Previous experience in managing shared services operations for Customer Services function would be an added advantage.
- Previous experience of working in real estate/ infrastructure/ city management office/ municipality office in a similar role will be preferred.
- Knowledge and understanding of city management and real estate industry.

COMPETENCIES:
- Ability to communicate effectively in English and Arabic languages.
- Excellent communication (verbal, written & presentation), interpersonal and people management skills.
- Coaching and mentoring skills.
- Excellent negotiation, persuasion and conflict resolution skills.
- Problem solving, planning and organizing skills.
- Strong time management and decision making skills.
- Leadership, managerial and supervisory skills.
- Critical and analytical thinking skills.
- Innovation and creativity skills.
- Perseverance and attention to detail.
- Cross-cultural sensitivity.
- Orientation towards quality and efficiency.
- Knowledge of employee motivation philosophy and theory.
- Maintain focus on long-term strategic objectives in light of immediate operational requirements.
- Good understanding of stakeholder management and communication philosophy.
- Manage high performing technical multi-disciplinary teams.
- Knowledge about financial aspects (P&L, budgeting, forecasting, costing etc.)

About the Company

Qatar Project Management (QPM) is an independent subsidiary of Barwa Real Estate Development Company that provides expertise in Project Management, Design Management, Construction Management, and Contract Administration together with other associated Project Management functions. Established in 2008, QPM is centralized platform for provision of Project Management services to Barwa and Qatari Diar as well as local and international markets. QPM provides these services through an in-house team of highly-skilled, motivated, and qualified professionals supported by state-of-the-art information technology and highly-effective Project Management systems.