Overview
Call Center Manager Jobs in Baghdad Governorate, Iraq at Sabeel Alrashid – سبيل الراشد
Title: Call Center Manager
Company: Sabeel Alrashid – سبيل الراشد
Location: Baghdad Governorate, Iraq
Position: Call Center Manager.
Company: Sabeel Al-Rashid Company.
Location: Baghdad Governorate, Iraq (On-site).
Employment Type: Full-time.
Industry: Fast Food / Restaurants / FMCG.
Eligibility: Local hiring only.
Scope of The Role
As Sabeel Al-Rashid continues to expand its restaurant network across Baghdad, delivering a consistent and high-quality customer experience through every interaction is more important than ever. We are seeking an experienced, Iraq-based Call Center Manager to lead and develop our customer contact operations, ensuring exceptional service across all communication channels.
This role is responsible for overseeing the performance, efficiency, and quality of the Call Center function, supporting customer inquiries, orders, complaints, and service recovery activities across our growing branch network. The successful candidate will play a critical role in improving customer satisfaction, optimizing team performance, and ensuring operational excellence through effective leadership, process improvement, and data-driven decision-making.
Key Responsibilities
• Lead and manage the daily operations of the Call Center, ensuring service levels, responsiveness, and customer satisfaction targets are consistently achieved.
• Develop and implement operational procedures, workflows, and quality standards to enhance customer experience and operational efficiency.
• Monitor Call Center performance through KPIs, dashboards, and reporting tools, identifying trends and opportunities for improvement.
• Manage workforce planning, scheduling, and resource allocation to ensure adequate coverage during peak and non-peak periods.
• Establish and maintain quality assurance processes, including call monitoring, coaching, and performance evaluations.
• Analyze customer feedback, complaints, and service issues to identify root causes and recommend corrective actions.
• Collaborate closely with Operations, Marketing, CRM, Delivery, and Branch Management teams to ensure seamless customer service delivery.
• Drive continuous improvement initiatives focused on customer satisfaction, first-contact resolution, response times, and overall service quality.
• Ensure accurate documentation, reporting, and compliance with company policies and customer service standards.
• Lead, coach, and develop Call Center Supervisors and Agents to build a high-performing and customer-focused team.
Competencies & Skills
• Strong leadership and people management skills.
• Excellent customer service and customer experience orientation.
• Strong analytical and problem-solving capabilities.
• Ability to manage performance through KPIs and operational metrics.
• Effective communication, coaching, and conflict resolution skills.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Proficiency in customer service systems, CRM platforms, and reporting tools.
• Ability to work effectively in a fast-paced, multi-branch environment.
Requirements & Qualifications
• Bachelor’s degree in Business Administration, Management, Marketing, Communications, or a related field.
• 5+ years of experience in Call Center, Customer Service, Customer Experience, or Contact Center operations.
• Minimum 3 years of experience in a supervisory or managerial role.
• Experience managing customer service operations within restaurants, hospitality, retail, FMCG, or multi-site service businesses is highly preferred.
• Strong understanding of customer service KPIs, workforce management, quality assurance, and performance management practices.
• Experience with CRM systems and customer service technologies is preferred.
How to Apply
• If you are currently based in Iraq and ready to lead a high-volume customer service operation within a growing restaurant network, apply directly here on LinkedIn or send your CV to [email protected].
