Job Description:

A Gulf based global bank is looking for a Call Centre Manager to join their team in Kuwait. The ideal candidate will be responsible for the day to day management of the call centre in accordance with busines requirements and agreed Service Level Agreements.

Job Responsibilities:

• Formulate annual budgets and comprehensive business plans for the Contact Centre.

• Ensure governance, risk, compliance and control within the departments across all products.

• Successful deployment of on-site Training of existing staff as well as new starters.

• Review each process and system and make recommendation to increase productivity as well as lower costs.

Qualification Requirements:

• Bachelor’s degree in Business Administration or Information Technology.

• Excellent knowledge of call centre technology, IT and telephony systems as well as skilled in working with complex, emotive or technical issues.

• At least ten years of banking experience in the GCC, with proven experience working in a large customer service focused Call Centre environment set up, with 150 – 200 agents.

• Must be fluent in English as well as Arabic.