Assistant Call Center Manager

Assistant Call Center Manager

Job Overview

Job Purpose:

The Call Centre Supervisor ensures the highest standard of customer service is delivered via the Bateel Call Centre. They will be responsible for the day to day running of the contact centre and will oversee the team of Call Centre Agents. They will be a brand ambassador in answering incoming customer calls, taking orders, resolving customer complaints, and providing information on all manner of Bateel products, services and menu.

Key Accountabilities:


Answers inbound calls with the same courteous and professional telephone manner.
Confidently provides solutions to customer queries or complaints and will resolve issues escalated by Call Centre Agents.


Strives to provide a consistent sincere customer service through active listening and understanding.
Places customer order and accurately inputs orders in the Café till system, adhering to procedures and service policies.
Coordinates with the cafe team to send products or provide services on time to customers, routing calls to an appropriate resource.
Follows up with customer’s queries ensuring they provide timely responses by telephone and/or email.

Product knowledge and Selling

To have full knowledge of local geography/ operating areas, all menu and beverage items, ingredients, and preparation methods. And keep abreast with new Bateel products and services, participating in training where necessary.
an confidently discuss menu items with the customers and assist with guest’s queries in an informative and helpful way.
Uses product knowledge to suggest additional and/or alternatives that meet customer’s needs wherever possible.
Proactively seeks information about the products, recipes and other food and beverages being served in the Café. This includes where applicable, Bateel retail products.


Supervise performance, providing on the job constructive feedback to colleagues that further assists in their continuous improvement.
In the absence of the Café management, conducts team briefings with all team members to ensure colleagues are informed and up to date with management communications.
Monitors staff schedules (including holiday, overtime, and sickness) and ensures proper staffing arranging cover where necessary.


To monitor queue and track inbound calls and keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
Analyse trends in calls through effective reporting and can troubleshoot issues.

Continuous Improvement

Monitors internal communication systems and equipment and proactively resolves problems with the appropriate source.

Lives and Advocates the Bateel Values:


People Excellence (internal/external customer engagement and relationship management):

To create an environment which is a great place to work for you and your colleagues through your dedication, enthusiasm, sharing of knowledge, honesty, and desire to support others.
To display excellent standards in all you do and inspire others to do the same, and that you operate within legislative/regulatory and company policies and procedures.
To display confidence, self-belief, and openness to new ideas, adapting and embracing challenges and opportunities with a determination to excel.
Continuously develop own skills by attending all required training courses and maintaining an up to date knowledge of products, services, systems, and work processes.

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