üöÄ Hiring: Call center Manager
DataFlow Group is looking for an experienced Call center Manager, based in Amman, Jordan to lead our local department operations.
Core Responsibilities:
Operations & KPIs: Oversee daily shifts and workforce planning; consistently meet target metrics, including SLAs, CSAT, FCR, and AHT.
Quality & Escalations: Maintain compliance and quality standards; act as the escalation point for complex applicant complaints, payment issues, or status disputes.
Team Leadership: Mentor and manage team leaders, quality analysts, and frontline agents through ongoing coaching and performance evaluations.
Reporting: Prepare operational dashboards on call volumes, ticket trends, and agent performance for executive leadership.
Key Requirements:
Experience in contact center/customer support operations, with 3–5 years in a managerial or supervisory role.
Experience in BPO, shared services, screening environments.
Proficiency in omnichannel CRM platforms and workforce management (WFM) tools.
Fluent English (Arabic or additional languages are a strong advantage) with strong analytical and problem-solving skills.
üìç Location: Amman, Jordan
üì© How to Apply: Send your updated CV to ([email protected]) with the subject line "Call center Manager"
