32 Call Center Operations jobs in Kuwait
Project and Service Delivery Manager - MIS
Posted 7 days ago
Job Viewed
Job Description
Overview
The role is responsible for establishing and managing a structured Project Management environment aligned with best practices and SDLC standards. The position oversees the planning, execution, and monitoring of IT and MIS project portfolios, ensuring delivery within scope, time, and budget. The role requires close collaboration with project managers, stakeholders, and sponsors to ensure governance, risk management, and continuous improvement in project delivery. In addition, the role supervises the IT service desk team, ensuring high-quality service delivery, adherence to SLAs, effective incident management, and ongoing skill development. By combining strong project management expertise with IT service management oversight, the role drives organizational efficiency, process improvements, and enhanced customer experiences.
Responsibilities- Setup the Project Management environment following best practice standards. This includes the methodology to be followed in managing projects, Phases, deliverables, templates to be used within each phase of the SDLC.
- Lead and manage IT projects from initiation to completion, ensuring they are delivered on time, within scope, and within budget.
- Provide oversight and follow-up on MIS/IT project portfolios to ensure they are progressing according to plan, budget, and deadlines.
- Collaborate with project managers and teams to ensure proper management of project is being followed to ensure success.
- Track the progress of projects within the portfolio of projects, providing regular updates to stakeholders on status, risks, and issues.
- Maintain clear and effective communication with project sponsors, stakeholders, and management to ensure alignment and support.
- Identify and mitigate risks across the project portfolio to ensure successful project delivery.
- Evaluate the performance of projects and the portfolio as a whole, identifying areas for improvement and implementing necessary changes.
- Establish and maintain project governance structures, processes, and standards to ensure consistency and quality in project delivery.
- Manage changes to the project portfolio, ensuring that changes are assessed, approved, and communicated effectively.
- Promote and implement continuous improvement initiatives within the project management processes and portfolio management practices.
- Supervise and lead a team of service desk agents and technicians, providing guidance, support, and feedback to ensure high-quality service delivery.
- Ensure the timely and effective delivery of IT services to end-users and customers, meeting or exceeding predefined service level agreements (SLAs).
- Oversee the handling of IT incidents and service requests, ensuring they are properly logged, categorized, prioritized, and resolved within acceptable timeframes.
- Interact with users to understand their needs, address concerns, and gather feedback to continuously improve service quality.
- Monitor and evaluate the team's performance, identifying areas for improvement and implementing corrective actions as needed.
- Organize training sessions to enhance the skills and knowledge of the team, keeping them up to date with the latest technologies and management best practices.
- Ensure accurate and up-to-date documentation of processes, procedures, and troubleshooting steps to facilitate knowledge sharing and consistency in service delivery.
- Continuously analyze service desk metrics and customer feedback to identify opportunities for process improvements and enhanced customer experiences.
- Handle and escalate complex or high-priority issues to appropriate teams or management for resolution.
- Education: A bachelor's degree in computer science, information technology, business, project management, or a related field is typically preferred. A master's degree is a plus.
- ITIL (Information Technology Infrastructure Library) and PMP (Project Management Professional) certifications are required to demonstrate proficiency in IT service management and project management. Certification in portfolio management, such as MoP (Management of Portfolios) and SDLC (Software Development Life Cycle), is advantageous.
- Work Experience: Extensive experience in project management, with at least 5–7 years in a portfolio management role. Prior experience in a service desk or IT support role in a supervisory or team lead position is a plus.
- Preferred Language: Arabic & English
- A strong understanding of IT systems, hardware, software, and network troubleshooting is necessary. Familiarity with various operating systems, IT service management (ITSM) tools, and project management software is advantageous.
- Excellent verbal and written communication skills are crucial for interacting with customers, team members, and other stakeholders effectively.
- The ability to lead, motivate, and mentor a team is essential to ensure a productive and cohesive work environment.
- Strong analytical and problem-solving skills are necessary for identifying root causes of issues and implementing effective solutions.
- A customer-centric approach and dedication to providing exceptional service are vital in this role.
- Effective time management and organizational skills are necessary to prioritize tasks and meet deadlines.
- Ability to think strategically and align the project portfolio with the organization's goals and objectives.
Contact Center Agent
Posted 27 days ago
Job Viewed
Job Description
About the Role
Zain Kuwait is actively recruiting for a Contact Center Agent. You will serve as the first point of contact between Zain and our loyal customers, and you will be assisting them in a professional manner that will reflect our Zain values and mission.
Your responsibilities will include but not be limited to:
- Handling a high volume of inbound calls and greeting customers in a courteous and professional manner.
- Assessing and evaluating customer concerns and resolving their problems in an efficient and timely manner.
- Providing product and service information to customers.
- Promote Zain's products and services by understanding customer needs and interests and providing them with the right offers that match those.
- Troubleshoot service equipment issues.
- Adhere to, and fulfill, individual and team performance metrics.
To be considered for the position, you will need to meet with all of the below requirements:
- High School / 1 Year Diploma & Above.
- 0-3 years’ experience in a related field.
Skills:
- Excellent Communication Skills (Speaking and Listening).
- Excellent Problem-Solving Skills.
- High Drive for Achievement.
- Strong Knowledge of MS Office.
- Preferably Bilingual.
- Ability to work under pressure.
If you meet the criteria and you are enthusiastic about the role, we would welcome your application. To complete the application you would need the following document(s):
#J-18808-LjbffrContact Center Agent
Posted 2 days ago
Job Viewed
Job Description
Zain Kuwait is actively recruiting for a Contact Center Agent. You will serve as the first point of contact between Zain and our loyal customers, and you will be assisting them in a professional manner that will reflect our Zain values and mission. Your responsibilities will include but not be limited to: Handling a high volume of inbound calls and greeting customers in a courteous and professional manner. Assessing and evaluating customer concerns and resolving their problems in an efficient and timely manner. Providing product and service information to customers. Promote Zain's products and services by understanding customer needs and interests and providing them with the right offers that match those. Troubleshoot service equipment issues. Adhere to, and fulfill, individual and team performance metrics. What We Need From You
To be considered for the position, you will need to meet with all of the below requirements: High School / 1 Year Diploma & Above. 0-3 years’ experience in a related field. Skills: Excellent Communication Skills (Speaking and Listening). Excellent Problem-Solving Skills. High Drive for Achievement. Strong Knowledge of MS Office. Preferably Bilingual. Ability to work under pressure. About Application Process
If you meet the criteria and you are enthusiastic about the role, we would welcome your application. To complete the application you would need the following document(s):
#J-18808-Ljbffr
Inbound Agent - Contact Center
Posted 4 days ago
Job Viewed
Job Description
Deliver exceptional customer service by addressing inquiries, ensuring satisfaction, and promoting banking products during customer interactions.
Generic AccountabilitiesWork fully within risk policies and procedures and compliance regulations and ensure all divisional activities comply with corporate governance & regulatory/legal frameworks
Specific Accountabilities- Handle inbound calls promptly and professionally, addressing customer inquiries, providing information, and resolving issues related to banking services.
- Uphold the highest standards of service quality, ensuring customer satisfaction through effective communication and problem resolution.
- Develop and maintain a comprehensive understanding of the bank's products and services to assist customers accurately.
- Enter customer information and transaction details accurately into the system, ensuring data integrity.
- Follow established security protocols to safeguard customer information and maintain the confidentiality of banking transactions.
- Identify opportunities to promote and cross-sell banking products and services during customer interactions.
- Effectively handle customer complaints, gathering relevant information, and escalating when necessary for resolution.
- Provide regular reports on call metrics, customer feedback, and trends to support continuous improvement efforts.
- Excellent communication skills in Arabic and English.
- Familiarity with banking products, services, and regulatory requirements.
- Strong problem-solving and interpersonal skills.
- Proficiency in using call center software and systems
High School Education or Equivalent Certification/Experience
Experience- Between 0-1 year of experience
- Strong verbal and written communication skills to effectively convey information and enforce policies.
Internal: Call Center Back Officer & Contact Center Performance & Service Excellence. External: ABK Customers
#J-18808-LjbffrZAIN1635 - Contact Center Agent
Posted 15 days ago
Job Viewed
Job Description
About The Role
Zain Kuwait is actively recruiting for a Contact Center Agent. You will serve as the first point of contact between Zain and our loyal customers, and you will be assisting them in a professional manner that will reflect our Zain values and mission.
Responsibilities- Handling a high volume of inbound calls and greeting customers in a courteous and professional manner.
- Assessing and evaluating customer concerns and resolving their problems in an efficient and timely manner.
- Providing product and service information to customers.
- Promote Zain's products and services by understanding customer needs and interests and providing them with the right offers that match those.
- Troubleshoot service equipment issues.
- Adhere to, and fulfill, individual and team performance metrics.
To be considered for the position, you will need to meet with all of the below requirements:
- High School / 1 Year Diploma & Above.
- 0-3 years’ experience in a related field.
- Excellent Communication Skills (Speaking and Listening).
- Excellent Problem-Solving Skills.
- High Drive for Achievement.
- Strong Knowledge of MS Office.
- Preferably Bilingual.
- Ability to work under pressure.
If you meet the criteria and you are enthusiastic about the role, we would welcome your application. To complete the application you would need the following document(s):
- Resume/CV
- Passport-size photograph
- Highest Education Qualification
- Copy of Civil ID/Passport
ZAIN1635 - Contact Center Agent
Posted 2 days ago
Job Viewed
Job Description
Responsibilities
Handling a high volume of inbound calls and greeting customers in a courteous and professional manner.
Assessing and evaluating customer concerns and resolving their problems in an efficient and timely manner.
Providing product and service information to customers.
Promote Zain's products and services by understanding customer needs and interests and providing them with the right offers that match those.
Troubleshoot service equipment issues.
Adhere to, and fulfill, individual and team performance metrics.
What We Need From You To be considered for the position, you will need to meet with all of the below requirements:
High School / 1 Year Diploma & Above.
0-3 years’ experience in a related field.
Skills
Excellent Communication Skills (Speaking and Listening).
Excellent Problem-Solving Skills.
High Drive for Achievement.
Strong Knowledge of MS Office.
Preferably Bilingual.
Ability to work under pressure.
About Application Process If you meet the criteria and you are enthusiastic about the role, we would welcome your application. To complete the application you would need the following document(s):
Resume/CV
Passport-size photograph
Highest Education Qualification
Copy of Civil ID/Passport
#J-18808-Ljbffr
Inbound Agent - Contact Center
Posted 2 days ago
Job Viewed
Job Description
Work fully within risk policies and procedures and compliance regulations and ensure all divisional activities comply with corporate governance & regulatory/legal frameworks Specific Accountabilities
Handle inbound calls promptly and professionally, addressing customer inquiries, providing information, and resolving issues related to banking services. Uphold the highest standards of service quality, ensuring customer satisfaction through effective communication and problem resolution. Develop and maintain a comprehensive understanding of the bank's products and services to assist customers accurately. Enter customer information and transaction details accurately into the system, ensuring data integrity. Follow established security protocols to safeguard customer information and maintain the confidentiality of banking transactions. Identify opportunities to promote and cross-sell banking products and services during customer interactions. Effectively handle customer complaints, gathering relevant information, and escalating when necessary for resolution. Provide regular reports on call metrics, customer feedback, and trends to support continuous improvement efforts. Job Success Factors
Excellent communication skills in Arabic and English. Familiarity with banking products, services, and regulatory requirements. Strong problem-solving and interpersonal skills. Proficiency in using call center software and systems Education
High School Education or Equivalent Certification/Experience Experience
Between 0-1 year of experience Skills
Strong verbal and written communication skills to effectively convey information and enforce policies. Work Contact
Internal: Call Center Back Officer & Contact Center Performance & Service Excellence. External: ABK Customers
#J-18808-Ljbffr
Be The First To Know
About the latest Call center operations Jobs in Kuwait !
Contact Center Representative - solutions by stc
Posted 1 day ago
Job Viewed
Job Description
Job Description - Contact Center Representative - solutions by stc )
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
Contact Center Representative - solutions by stc
Posted 7 days ago
Job Viewed
Job Description
Overview
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.
- High School Diploma or Two years Diploma
- Fair English skills; spoken, listening & written
- Primary Location: Kuwait-Call Center Warehouse
- Job: Representative
- Schedule: Regular
- Shift: Standard
- Job Type: Full-time
- Job Level: Day Job