Location: Damascus

Employment Type: Full-time, On-site
Direct Manager: COO
Team Size: Contact center teams and support staff

Job Purpose:
The Contact Center Manager is responsible for leading and developing the operational activities of the support center to ensure an exceptional experience for all platform stakeholders (users, drivers, and partners). This role manages daily team performance, ensures KPIs related to response speed and solution quality are met, and bridges the gap between field issues and technical solutions by converting customer feedback into actionable development plans that drive company growth and stability.

Key Responsibilities:

1. Lead and manage the contact center team to achieve Beeorder's gold standard service targets.
2. Maintain effective and transparent communication channels with all departments (technical, operations, product) to resolve cross-departmental issues.
3. Act as the final reference and crisis manager during high-demand periods or technical system outages.
4. Support management in defining the strategic vision for the contact center to optimize cost efficiency and service quality.
5. Promote a customer-first culture and empower employees to make quick, responsible decisions.
6. Analyze and categorize call and chat data to identify root causes of issues and escalate to the product team.
7. Define operational and technical requirements for the contact center, including CRM and chat tools.
8. Oversee the preparation and updating of Standard Operating Procedures (SOPs) to ensure consistent responses and solution quality.
9. Conduct training sessions and interviews to attract talent with emotional intelligence and problem-solving skills.
10. Delegate tasks and manage shifts to ensure 24/7 service coverage at maximum efficiency.
11. Collaborate with the DevOps team to ensure the stability of communication tools and contact center infrastructure.
12. Communicate effectively with management on customer satisfaction trends (CSAT) and provide analytical reports with improvement opportunities.

Required Qualifications:

• Bachelor's degree in Business Administration, Communications, or a related field.
• 6–8 years of experience managing contact centers, including at least 2 years in a leadership role.
• Deep understanding of food delivery platforms and the importance of timing in complaint resolution.
• Strong analytical mindset with the ability to manage operations based on real-time metrics and data.
• Exceptional leadership skills with the ability to build team spirit and motivate employees in a high-pressure environment.
• Proficiency in English (spoken and written) for handling global systems and reports.
• Outstanding communication and negotiation skills, with the ability to handle customer and partner frustration effectively.
• Strategic planning skills with flexibility to adjust operational plans based on market pressure.
• Excellent organizational and time-management skills for handling large volumes of data and concurrent tasks.
• Familiarity with CRM tools and coordination platforms (Jira / Trello) to optimize workflow.
• Ability to work under very high pressure and manage technical-operational crises calmly and decisively.
• Extreme attention to detail and passion for delivering an exceptional user experience.
• Absolute professional integrity, active listening skills, and strong emotional intelligence.