Call Center Manager - SnappBox

Job description

About Snapp

Snapp is the pioneer provider of ride-hailing mobile solutions in Iran that connects smartphone owners in need of a ride to drivers who use their private cars offering transportation services. We are ambitious, passionate, engaged, and excited about pushing the boundaries of the transportation industry to new frontiers and be the first choice of each user in Iran.

About the position

As a call center manager, you have to support customers and maintain the quality of service and the service level, by adhering to standards and guidelines.


  • Provide leadership, development and coaching of team leaders and specialists.
  • Actively engage and support the development of the entire team to ensure better performance.
  • Contribute to the design and implementation of change programs and projects which impact the Call Center.
  • Developing a culture where training and development are part of the team, identifying actions and working with the training team to ensure the skills and knowledge are developed effectively.
  • Ensure effective and consistent communication throughout the team and encourage feedback and customer insight in order to enhance the customer experience.
  • Embed a data-driven performance culture, framework and review processes to achieve service levels and improvements against set targets.
  • Building and maintaining effective internal and external stakeholder relationships.
  • Identifying and instilling best practices, processes and systems and drive a continuous improvement environment.
  • Maintain open and honest channels of communication at all levels across the business to facilitate best-in-class sharing and root cause analysis.
  • Enhance resource planning and resource management.
  • Ensures SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.
  • Review management information and make suggestions and recommendations as to improvements across the Call Center.


  • Outstanding communication and interpersonal skills
  • Strong people management, leadership and development skills
  • Ability to mentor, coach and motivate others
  • Ability to multitask and stay organized
  • Proficiency with the necessary tools including call center equipment/software programs, phone systems, etc.
  • Experience with monitoring and observability tools
  • Proficient in MS Office
  • Ability to prepare regular reports
  • Strong grasp of the company’s customer service policies
  • Advanced in English (Writing & Speaking)
  • At least 3 years of management experience
  • Experience working in logistics companies is considered a plus