Call Center Manager – Customer Service Operations

About the role

Sabeel Al-Rashid Company is expanding its restaurant network across Baghdad and needs a seasoned Call Center Manager to lead its customer contact operations. Based in Baghdad, you will ensure high‑quality service across all communication channels, supporting inquiries, orders, complaints and service recovery for a growing branch network.

Key responsibilities

• Lead daily Call Center operations, meeting service level and customer satisfaction targets.
• Develop and implement procedures, workflows and quality standards to boost efficiency.
• Monitor performance using KPIs, dashboards and reports, identifying improvement opportunities.
• Plan workforce, schedule staff and allocate resources for peak and off‑peak periods.
• Establish quality assurance processes, including call monitoring, coaching and evaluations.
• Analyse feedback and complaints, determine root causes and recommend corrective actions.
• Collaborate with Operations, Marketing, CRM, Delivery and Branch Management teams.
• Drive continuous improvement initiatives focused on first‑contact resolution and response times.
• Maintain accurate documentation, reporting and compliance with company policies.
• Lead, coach and develop Call Center Supervisors and Agents.

Required profile

• Strong leadership and people‑management abilities.
• Customer‑service orientation with a focus on experience quality.
• Analytical mindset with problem‑solving skills.
• Ability to manage performance through KPIs and operational metrics.
• Excellent communication, coaching and conflict‑resolution skills.
• Organizational capability to handle multiple priorities in a fast‑paced, multi‑branch environment.

Required skills

• Proficiency with customer service systems.
• Experience using CRM platforms.
• Ability to work with reporting tools and dashboards.