Call Center Manager
kempinski
Call Center Manager
DescriptionThe incumbent in this position is responsible for answering all incoming calls originating from within and outside the hotel in a friendly and caring manner according to the Kempinski and LQA standards.
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Key Responsibilities\n\nOperational Oversight: Manage day-to-day activities to ensure consistent service coverage and operational excellence across all communication channels.\n\nTeam Leadership & Development: Hire, onboard, and train call center staff. Conduct performance reviews, provide real-time coaching, and mentor agents on soft skills or sales techniques.\n\nMetric Management (KPIs): Monitor and report on key performance\n\nWorkforce Planning: Create staff schedules, manage shift rotations, and forecast call volumes to optimize resource allocation and prevent drops in service during peak periods.\n\nEscalation Handling: Act as the primary point of contact for complex customer complaints or inquiries that agents are unable to resolve.\n\nStrategy & Process Improvement: Identify trends in customer feedback and call data to implement process improvements, reduce customer effort, and drive revenue opportunities.\n
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Application Deadline: 28 February 2026
Department: Rooms Division, Front Office & Guest Services
Employment Type: Permanent - Full Time
Location: Qatar - Doha
Compensation: ر.ق0 / month
DescriptionThe incumbent in this position is responsible for answering all incoming calls originating from within and outside the hotel in a friendly and caring manner according to the Kempinski and LQA standards.
\n
Key Responsibilities\n\nOperational Oversight: Manage day-to-day activities to ensure consistent service coverage and operational excellence across all communication channels.\n\nTeam Leadership & Development: Hire, onboard, and train call center staff. Conduct performance reviews, provide real-time coaching, and mentor agents on soft skills or sales techniques.\n\nMetric Management (KPIs): Monitor and report on key performance\n\nWorkforce Planning: Create staff schedules, manage shift rotations, and forecast call volumes to optimize resource allocation and prevent drops in service during peak periods.\n\nEscalation Handling: Act as the primary point of contact for complex customer complaints or inquiries that agents are unable to resolve.\n\nStrategy & Process Improvement: Identify trends in customer feedback and call data to implement process improvements, reduce customer effort, and drive revenue opportunities.\n
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