Summary
About this role
Call Center Manager
Application Deadline: 28 February 2026
Department: Rooms Division, Front Office & Guest Services
Employment Type: Permanent - Full Time
Location: Qatar - Doha
Compensation: ر.ق0 / month
Description
Key Responsibilities
- Operational Oversight: Manage day-to-day activities to ensure consistent service coverage and operational excellence across all communication channels.
- Team Leadership & Development: Hire, onboard, and train call center staff. Conduct performance reviews, provide real-time coaching, and mentor agents on soft skills or sales techniques.
- Metric Management (KPIs): Monitor and report on key performance
- Workforce Planning: Create staff schedules, manage shift rotations, and forecast call volumes to optimize resource allocation and prevent drops in service during peak periods.
- Escalation Handling: Act as the primary point of contact for complex customer complaints or inquiries that agents are unable to resolve.
- Strategy & Process Improvement: Identify trends in customer feedback and call data to implement process improvements, reduce customer effort, and drive revenue opportunities.
Other facts
About Kempinski Hotels
Founded in Germany in 1897, Kempinski Hotels has long reflected the finest traditions of European hospitality. Today, as ever, Kempinski is synonymous with distinctive luxury.
Located in many of the world's most well-known cities and resorts, the Kempinski collection includes hotels in a grand manner, pace-setting modern establishments and older hotels of individual charm. All blend gracefully into their surroundings and offer luxurious accommodations, superb cuisine and unrivalled facilities - complemented by impeccable service.
For leisure and business guests alike, the name Kempinski has long been synonymous with style, mobility and efficiency. Put simply, they are the first choice for the discerning individual.
In addition to operating many of the finest city hotels in the world, Kempinski is a name that can now be found in many exciting resort locations, each combining local flair and ambience with the international standards of service and luxury that Kempinski guests have come to expect.
To see all the different Kempinski jobs and apply, please go to https://careers.kempinski.com
What you'll do
- The Call Center Manager is responsible for managing day-to-day activities to ensure consistent service coverage and operational excellence. They also lead the team by hiring, training, and mentoring staff while handling complex customer inquiries.
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