Team Manager

Job Description

We are looking for a skilled call center manager who can lead our sales representatives to improve their performance and better service quality.

The call center manager will aid in establishing planned objectives, provide the sale representatives with opportunities to expand their knowledge of services, products, and focus on improving performance and processes in an effort to better the customers’ experience.

Exceptional communication, interpersonal, and customer service skills are to be expected.

You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on a day to day basis.

Call Center Manager Responsibilities:

• Coaching, and leading the sale representatives as they deal directly with prospective clients
• Answering employee questions, coaching them through intense calls and situations, calming angry clients, or handling issues that cannot be handled by the representatives directly
• Planning interviews, and coaching employees regarding specific rules and practices that need to be applied, along with explaining certain expectations that need to be met.
• Assisting other team managers in identifying trends and establishing future goals.
• Ensuring the representatives are achieving the desired results levels and taking disciplinary action, as needed.
• Preparing reports and maximizing efficiency and customer satisfaction.

• Taking on other tasks or projects to support employees, other managers, and call center operations.

Call Center Manager Requirements:

• Previous management experience as call center manager or similar position is needed.
• Ability to multitask and keep calm under pressure, especially during rush hours and/or difficult situations.
• Remarkable interpersonal, customer-service, verbal and written communication skills are necessary.
• Exercising problem-solving and conflicts resolution skills
• Solid leadership skills,together with the ability to drive and motivate the representatives.
• Decisiveness and attention to detail.

We offer:

• A CDI contract upon hiring and paid training, this applies for full time positions only.
• A base salary of 1050 TND net
• Transportation is provided
• Food coupons
• Monthly incentives which can exceed 1000 TND net.
• A very pleasant, lively and rewarding working environment located at the city center. Precisely at the Rabat complex Zaoui.
• Many other social benefits and seasonal bonuses are also provided.

This includes ( A Ramadan bonus, Wedding/Marriage bonus, Childbirth bonus, etc…)

Do you see yourself in this position ? Email us with your CV and Cover Letter at:

Limited positions available!