Job Description:

Our client, a Middle East based global bank is looking for a Call Centre Manager to join their growing team in Bahrain.

The ideal candidate will be responsible for the day to day management of the call centre in accordance with business requirements and agreed Service Level Agreements.

Job Responsibilities:

• Determine the medium and long-term strategies for the Sales & Service environment.

• 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.

• Deliver on-going radical development within the Sales & Service area to ensure delivery of budgets, departmental performance and identifying system enhancements.

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

Qualification Requirements:

• At least five years in an operational area in a bank in the GCC, with proven work experience of working in a Customer Service environment where cross selling was implemented.

• Bachelor’s degree in Information Technology, ideally with Professional Microsoft certifications in the related field.

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