Call Center Operations Subject Matter Expert

About the role

The Call Center Operations SME will provide technical expertise to design and launch a new MSP Call Center in Damascus. The role starts with defining interaction procedures, CRM requirements and readiness checks, then shifts to ongoing technical oversight of the centre.

Key responsibilities

• Develop detailed customer interaction procedures covering fault intake, service requests, SLA breach escalation and communication workflows.
• Create CSAT survey content, scoring rubrics and integration specifications.
• Define CRM platform technical requirements, configuration specifications and knowledge‑base content.
• Support staffing, training design and readiness simulations with the Call Center Lead.
• Establish KPI measurement methodology, data sources, calculation logic and reporting configuration.
• Validate tooling, procedures and integration during Operational Acceptance Testing.
• Review and approve updates to MSP Call Center procedures and CRM configurations.
• Analyse CSAT data quality, interaction quality trends and recommend continuous improvement actions.

Required profile

• Bachelor’s degree in electrical, telecommunication or a related field.
• Minimum 8 years experience in telecommunications customer operations or call‑center management.
• Proven experience designing B2B wholesale interaction procedures and managing SLA/CSAT processes.
• Strong written and verbal English; Arabic is a plus.
• Experience in a carrier or wholesale environment is advantageous.

Required skills

• CRM platforms
• Customer contact centre platforms
• Fault‑management interfaces
• CSAT survey design tools

What we offer

• Opportunity to shape a new call‑center operation from design to launch.
• Collaborative environment with a focus on technical excellence.