Customer Care Director
On-siteBaghdad, Baghdad, Iraq
Job Summary
Lead a 24/7 team of customer service representatives by managing hiring, scheduling, training, coaching, and handling escalations. Drive continuous improvement projects through change management, design support workflows, and build new policies for on-site teams. Develop strategies to analyze key call center metrics like Average Handle Time and Customer Satisfaction while recruiting staff to meet KPIs. Participate in product and service development testing for enterprise and VIP services, working with stakeholders to implement strategies across all touchpoints. Prepare reports to analyze customer care data, allocate resources, and maximize efficiency. Based in Baghdad, Iraq, this role requires a minimum of five years in supervisory customer care positions.
Required Qualifications
- Excellent leadership skills with a minimum of 5 years in a supervisory position in customer care
- Excellent customer service and problem-solving skills
- Advanced troubleshooting and multi-tasking skills
- Excellent organizational skills
- Ability to perform under pressure
- Ability to pay close attention to detail
- Enjoy working cross-functionally to identify trends and implement long-term changes
- Creative and Innovative Thinking
- High Energy and Manage Stress
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