MENA Contact Center Service Manager

About the role

Trip.com Group, a global travel service provider, is looking for a Service Manager to lead its outsourced customer service teams in Jordan. The role aligns the Arabic and English customer experience with global standards, works closely with outsourcing vendors and safeguards service quality while optimising costs and improving customer loyalty across the MENA market.

Key responsibilities

• Support the growth of the MENA customer service operation by executing business plans aligned with the MENA team
• Monitor MENA industry trends and competitors and propose improvements that strengthen competitiveness
• Oversee service operations across the MENA contact centre, delivering on quality and efficiency goals
• Lead and develop operations managers through supervision, coaching and performance reviews
• Analyse data to identify root causes, issues and improvement opportunities
• Act as liaison between the Arabic contact centre and EMEA HQ, upholding HQ quality assurance standards
• Share best practice with IBU CSC Global Service Directors/Managers and build strong relationships with the IBU CSC HQ team
• Improve customer and internal team satisfaction through high-quality service and higher productivity

Required profile

• Bachelor's degree or above
• 10+ years of call centre management experience, preferably within a BPO
• Excellent written and spoken English and Arabic, with strong administrative and computer skills
• Strong leadership across internal and external stakeholders, and willingness to travel frequently for business

Required skills

• Solid knowledge of call centre management tools, including monitoring, coaching and telephony
• Data-driven approach and ability to deliver quality under pressure
• Critical thinking, problem solving, risk management and crisis handling

What we offer

• Competitive salary
• Benefits for working parents
• Mental health support
• Extensive learning opportunities