32 Call Center Operations jobs in Kuwait

Our client’s Microsoft Business Solutions team is a Microsoft Gold Partner and leader in Microsoft software implementations for medium to large organisations, providing their clients with the ability to keep up with the ever-changing digital world by implementing Microsoft’s Enterprise Resource Planning (ERP) and Customer Engagement (CE) software from the Microsoft Dynamics 365 (D365) software line. As they continue to grow and strengthen their support and managed services offerings, they are seeking an experienced Service Delivery Manager to join their team.

Job Type: Full Time

Work Place: Onsite

Location: Malta, Europe (Relocate to Malta)

Relocation : VISA & Relocation Package Included

Requirements

• Minimum of 7 years’ service delivery management experience working within an IT Support/Managed Services environment
• Good communication skills and an excellent command of English language
• Strong customer focus with the ability to operate at all contact levels including senior manager/director level
• Demonstrable problem-solving skills
• Strong commercial acumen, with the ability to identify and effectively communicate commercial opportunities and issues
• Organised and delivery focused, strong planning skills and process driven
• Superior time-management skills along with strong sense of urgency
• People orientated, with team lead qualities, with experience of influencing and impacting leadership communities at varying levels
• Able to work independently with minimal direction
• ITIL certified

Responsibilities

• Provide end to end ownership of customer service contracts
• Building relationships with customers to ensure renewals year on year of managed service contracts
• Financial Responsibilities for the commercial elements of the customer service contracts
• Work across our ITIL based services, incident, problem, change and release management processes to make sure that excellent customer experience is always delivered
• Coordinate effort and liaise between onshore, nearshore and offshore teams
• Ensure that an excellent service is being consistently delivered, and end customers always receive the contracted services
• Ensure effective management and process controls are in place, and escalation is effective where necessary
• Act as a point of contact and escalation for contracted end customers
• Track performance of services and prepare reporting on SLAs & KPIs
• Produce regular management reports for customers and attend review meetings
• Provide analysis, feedback and actions based on trends, root cause analysis and other reports
• Manage service improvement plans, inclusive of formalised creation and ownership with end customers
• Working as a team to make sure continual improvement of our service
• The Employee is required to follow our client’s Information Security Policies (ISP and ISMP) at all times

Microsoft Business Solutions Overview

Your long-term future is every bit as important to our client as it is to you. That’s why their aim is to give you experiences that will stay with you for a lifetime. Whether it’s great training and development, mobility opportunities or corporate responsibility volunteering activities – you’ll gain a wealth of experiences on which to build a rewarding career. Our client is a firm that encourages you to be yourself, values your contribution, and inspires you to act as a role model, always focused on doing the right thing for each other, their clients, and their communities.

This sets out all the different ways you’ll be rewarded at the firm. Among other things, you can benefit from honest conversations about your career as well as a range of other rewards. In all these ways and more, they have created an environment that can bring out the best in you.

#Bethechange and #makethechange. Join our client’s talented, successful team and make the leap into the future.

Don’t worry, our client knows that relocation can be a challenge, which is why they have an extremely supportive onboarding team to help you throughout this process! - They provide relocation support for you and your family. Our client is looking forward to meeting you and seeing you grow.

#J-18808-Ljbffr

Our client’s Microsoft Business Solutions team is a Microsoft Gold Partner and leader in Microsoft software implementations for medium to large organisations, providing their clients with the ability to keep up with the ever-changing digital world by implementing Microsoft’s Enterprise Resource Planning (ERP) and Customer Engagement (CE) software from the Microsoft Dynamics 365 (D365) software line. As they continue to grow and strengthen their support and managed services offerings, they are seeking an experienced Service Delivery Manager to join their team.

Job Type:

Full Time Work Place:

Onsite Location:

Malta, Europe (Relocate to Malta) Relocation : VISA & Relocation Package Included

Requirements Minimum of 7 years’ service delivery management experience working within an IT Support/Managed Services environment Good communication skills and an excellent command of English language Strong customer focus with the ability to operate at all contact levels including senior manager/director level Demonstrable problem-solving skills Strong commercial acumen, with the ability to identify and effectively communicate commercial opportunities and issues Organised and delivery focused, strong planning skills and process driven Superior time-management skills along with strong sense of urgency People orientated, with team lead qualities, with experience of influencing and impacting leadership communities at varying levels Able to work independently with minimal direction ITIL certified Responsibilities Provide end to end ownership of customer service contracts Building relationships with customers to ensure renewals year on year of managed service contracts Financial Responsibilities for the commercial elements of the customer service contracts Work across our ITIL based services, incident, problem, change and release management processes to make sure that excellent customer experience is always delivered Coordinate effort and liaise between onshore, nearshore and offshore teams Ensure that an excellent service is being consistently delivered, and end customers always receive the contracted services Ensure effective management and process controls are in place, and escalation is effective where necessary Act as a point of contact and escalation for contracted end customers Track performance of services and prepare reporting on SLAs & KPIs Produce regular management reports for customers and attend review meetings Provide analysis, feedback and actions based on trends, root cause analysis and other reports Manage service improvement plans, inclusive of formalised creation and ownership with end customers Working as a team to make sure continual improvement of our service The Employee is required to follow our client’s Information Security Policies (ISP and ISMP) at all times Microsoft Business Solutions Overview Your long-term future is every bit as important to our client as it is to you. That’s why their aim is to give you experiences that will stay with you for a lifetime. Whether it’s great training and development, mobility opportunities or corporate responsibility volunteering activities – you’ll gain a wealth of experiences on which to build a rewarding career. Our client is a firm that encourages you to be yourself, values your contribution, and inspires you to act as a role model, always focused on doing the right thing for each other, their clients, and their communities. This sets out all the different ways you’ll be rewarded at the firm. Among other things, you can benefit from honest conversations about your career as well as a range of other rewards. In all these ways and more, they have created an environment that can bring out the best in you. #Bethechange and #makethechange. Join our client’s talented, successful team and make the leap into the future. Don’t worry, our client knows that relocation can be a challenge, which is why they have an extremely supportive onboarding team to help you throughout this process! - They provide relocation support for you and your family. Our client is looking forward to meeting you and seeing you grow.

#J-18808-Ljbffr

Job Description - Contact Center Representative - solutions by stc (2100017)

Role: To provide on-the-ground support to the customer care function by handling and resolving customer queries under the supervision of a team leader.

Responsibilities:

1. Attend to customer queries and ensure the achievement of customer service targets regarding response time and query resolution.
2. Provide rapid responses to queries from affiliates and customers.
3. Ensure all customer transactions are completed to the satisfaction of the customers, in accordance with service level agreements, and keep customers informed about resolutions.
4. Maintain a current knowledge of the company’s products, services, and solutions to assist customers effectively and achieve desired results.
5. Follow and monitor guidelines, policies, processes, and procedures to ensure customer data confidentiality and protection at all times.
6. Support the Team Leader to enhance the customer experience.
7. Handle shifts as necessary, as directed by the supervisor.
8. Participate in team meetings and contribute to communication plans. Perform other duties as assigned by the Director, Manager, or other superiors.

Qualifications:

• High School Diploma or Two-year Diploma
• Basic English skills; spoken, listening, and written

#J-18808-Ljbffr

Job Description - Contact Center Representative - solutions by stc (2100017)

Description

Role: to provide on the ground support to the customer care function in handling and resolving customer queries under the supervision of a team leader.

Responsibilities:

• Attend to customer queries and ensure achievement of customer service targets in terms of response time and query resolution.
• Provide rapid response to queries from affiliates and customers.
• Ensure that all customer transactions are completed to the satisfaction of the customers in accordance with service level agreements and ensuring that the customers are informed on resolution.
• Maintain the required knowledge level of the company’s products, services & solutions to ensure assisting the customers effectively whenever required as to guarantee achieving the required results.
• Follow and monitor the agreed on guidelines, policies, processes & procedures to ensure staff maintains the customers’ data confidentiality and protection at all times.
• Provide support to the Team Leader in order to enhance the customer experience.
• Handle a shift if necessary as directed by supervisor.
• Contribute to the communication plan through attendance of regular team meetings. Perform other duties as directed by Director, Manager or other superiors.

Qualifications:

• High School Diploma or Two years Diploma
• Fair English skills; spoken, listening & written

#J-18808-Ljbffr

Job Description - Contact Center Representative - solutions by stc (2100017) Description Role:

to provide on the ground support to the customer care function in handling and resolving customer queries under the supervision of a team leader. Responsibilities: Attend to customer queries and ensure achievement of customer service targets in terms of response time and query resolution. Provide rapid response to queries from affiliates and customers. Ensure that all customer transactions are completed to the satisfaction of the customers in accordance with service level agreements and ensuring that the customers are informed on resolution. Maintain the required knowledge level of the company’s products, services & solutions to ensure assisting the customers effectively whenever required as to guarantee achieving the required results. Follow and monitor the agreed on guidelines, policies, processes & procedures to ensure staff maintains the customers’ data confidentiality and protection at all times. Provide support to the Team Leader in order to enhance the customer experience. Handle a shift if necessary as directed by supervisor. Contribute to the communication plan through attendance of regular team meetings. Perform other duties as directed by Director, Manager or other superiors. Qualifications: High School Diploma or Two years Diploma Fair English skills; spoken, listening & written

#J-18808-Ljbffr

Job Description - Contact Center Representative - solutions by stc (2100017) Role:

To provide on-the-ground support to the customer care function by handling and resolving customer queries under the supervision of a team leader. Responsibilities: Attend to customer queries and ensure the achievement of customer service targets regarding response time and query resolution. Provide rapid responses to queries from affiliates and customers. Ensure all customer transactions are completed to the satisfaction of the customers, in accordance with service level agreements, and keep customers informed about resolutions. Maintain a current knowledge of the company’s products, services, and solutions to assist customers effectively and achieve desired results. Follow and monitor guidelines, policies, processes, and procedures to ensure customer data confidentiality and protection at all times. Support the Team Leader to enhance the customer experience. Handle shifts as necessary, as directed by the supervisor. Participate in team meetings and contribute to communication plans. Perform other duties as assigned by the Director, Manager, or other superiors. Qualifications: High School Diploma or Two-year Diploma Basic English skills; spoken, listening, and written

#J-18808-Ljbffr

Your salary is a tax-free, all-inclusive package! You will have a direct and permanent employment with our client for either 2 or 3 years. They offer 30 days of annual paid leave, along with annual study leave depending on your position. Your salary may increase through their commission scheme if applicable. They cover healthcare insurance or treatment, provide medical malpractice insurance, and other benefits as per company policy.

Who you are
You possess key skills, qualities, and experience that enable you to successfully lead and support a customer service team while maintaining high standards of service delivery.

Skills & Competencies:

• Strong leadership and team management skills.
• Excellent verbal and written communication skills.
• Ability to handle customer complaints and difficult situations professionally and empathetically.
• Strong problem-solving and decision-making abilities.
• Proficiency with customer service software, CRM systems, and Microsoft Office Suite.
• Excellent organizational and time-management skills, with the ability to manage multiple priorities.

Education & Qualifications:

• Bachelor's degree in Business, Communications, or a related field (preferred), or equivalent work experience.
• Minimum of 3-5 years of experience in contact or call center operations, with at least 1-2 years in a supervisory role.
• Experience in Banking or Telecom Industry.
• Proven track record of managing and motivating a team to meet performance goals.

Description
In this role, you will oversee the daily operations of the customer service team, ensuring the highest level of customer satisfaction and achieving departmental goals. Responsibilities include supervising customer service representatives, training staff, resolving complex customer inquiries, and ensuring compliance with company policies and standards.

Role & Responsibilities:

• Supervise a team of customer service representatives, ensuring effective performance and achievement of targets.
• Provide coaching, guidance, and feedback to enhance individual and team performance.
• Foster a positive, collaborative environment that encourages professional growth and high morale.
• Manage daily shift schedules to meet customer demand.
• Conduct team meetings to discuss performance, updates, and concerns.
• Oversee resolution of complex customer issues promptly and professionally.
• Review customer interactions to maintain quality standards.
• Develop strategies to improve customer satisfaction and loyalty.
• Monitor service metrics and implement corrective actions as needed.
• Track KPIs such as response time, resolution time, and customer satisfaction scores.
• Identify training needs and organize ongoing training programs.
• Refine workflows to enhance operational efficiency.
• Ensure adherence to company policies and standards.
• Gather and share customer feedback with management.
• Oversee the use of customer service tools and technologies.

Disclaimer: Naukrigulf.com is a platform connecting jobseekers and employers. Applicants should independently verify the legitimacy of prospective employers. We do not endorse requests for money payments and advise against sharing personal or bank information. For security tips, visit our Security Advice page. Report any fraud or malpractice to

People Searching for Contact, Call Center Supervisor Jobs Also Searched #J-18808-Ljbffr

Your salary is a tax-free, all-inclusive package! You will have a direct and permanent employment with our client for either 2 or 3 years. They offer 30 days of annual paid leave, along with annual study leave depending on your position. Your salary may increase through their commission scheme if applicable. They cover healthcare insurance or treatment, provide medical malpractice insurance, and other benefits as per company policy.
Who you are
You possess key skills, qualities, and experience that enable you to successfully lead and support a customer service team while maintaining high standards of service delivery.
Skills & Competencies:
Strong leadership and team management skills.
Excellent verbal and written communication skills.
Ability to handle customer complaints and difficult situations professionally and empathetically.
Strong problem-solving and decision-making abilities.
Proficiency with customer service software, CRM systems, and Microsoft Office Suite.
Excellent organizational and time-management skills, with the ability to manage multiple priorities.
Education & Qualifications:
Bachelor's degree in Business, Communications, or a related field (preferred), or equivalent work experience.
Minimum of 3-5 years of experience in contact or call center operations, with at least 1-2 years in a supervisory role.
Experience in Banking or Telecom Industry.
Proven track record of managing and motivating a team to meet performance goals.
Description
In this role, you will oversee the daily operations of the customer service team, ensuring the highest level of customer satisfaction and achieving departmental goals. Responsibilities include supervising customer service representatives, training staff, resolving complex customer inquiries, and ensuring compliance with company policies and standards.
Role & Responsibilities:
Supervise a team of customer service representatives, ensuring effective performance and achievement of targets.
Provide coaching, guidance, and feedback to enhance individual and team performance.
Foster a positive, collaborative environment that encourages professional growth and high morale.
Manage daily shift schedules to meet customer demand.
Conduct team meetings to discuss performance, updates, and concerns.
Oversee resolution of complex customer issues promptly and professionally.
Review customer interactions to maintain quality standards.
Develop strategies to improve customer satisfaction and loyalty.
Monitor service metrics and implement corrective actions as needed.
Track KPIs such as response time, resolution time, and customer satisfaction scores.
Identify training needs and organize ongoing training programs.
Refine workflows to enhance operational efficiency.
Ensure adherence to company policies and standards.
Gather and share customer feedback with management.
Oversee the use of customer service tools and technologies.
Disclaimer: Naukrigulf.com is a platform connecting jobseekers and employers. Applicants should independently verify the legitimacy of prospective employers. We do not endorse requests for money payments and advise against sharing personal or bank information. For security tips, visit our Security Advice page. Report any fraud or malpractice to
People Searching for Contact, Call Center Supervisor Jobs Also Searched
#J-18808-Ljbffr