Call Center Operations SME

This position is on-site based in Damascus Governorate, Syria. Position Objective: Providing technical expertise to support the Call Center operating model design, developing detailed interaction procedures and CRM requirements, and validating readiness ahead of Day-1 launch. Post-launch, the role transitions to providing technical oversight of the MSP Call Center function Job Description & Responsibilities: - Develop detailed customer interaction procedures — fault intake, service requests, SLA breach escalation, and communication workflows. - Develop CSAT survey content, scoring rubric, and process integration specifications. - Develop agent reference guides for communicating QoE and SLA performance to wholesale customers. - Define CRM platform technical requirements and configuration specifications. - Develop procedures for large enterprise customer escalations and priority handling for wholesale carrier accounts. - Develop Call Center knowledge base content and agent reference guides. - Support the Call Center Lead in defining staffing skills and training content, and participate in readiness simulations, scenario testing, and acceptance testing of Call Center tooling. - Develop customer communication templates for fault notifications and SLA reporting. - Define KPI measurement methodology for Call Center operational KPIs — data sources, calculation logic, and CRM reporting configuration. - Contribute to OAT (Operational Acceptance Testing) by validating Call Center tooling, procedures, and integration readiness. - Review MSP Call Center procedure updates and validate accuracy against agreed standards. - Assess CSAT survey data quality and agent adherence to interaction procedures. - Support Call Center governance reviews with analysis of interaction quality and escalation trends. - Validate MSP CRM configuration changes and knowledge base updates. - Support continual service improvement (CSI) efforts by providing analysis of interaction quality trends and recommending procedural enhancements. Qualifications & Experience: - Bachelor’s degree in electrical or telecommunication or equivalent from a recognised university. - Minimum 8 years in telecommunications customer operations or Call Center management. - Experience developing customer interaction procedures for B2B wholesale environments. - Knowledge of wholesale SLA management, CSAT measurement, and fault management interfaces. - Experience with CRM platforms and customer contact tools. - Experience in a carrier or wholesale environment is advantageous. - Strong knowledge of Call Center procedures and wholesale customer interaction management. - Understanding of CSAT survey design and customer satisfaction improvement processes. - Ability to develop process documentation and customer-facing guides. - Familiarity with CRM and contact center platforms. - Strong written and verbal communication in English; Arabic is an advantage. - Experience with large enterprise wholesale and carrier-to-carrier customer support in wholesale

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