call centre section Head

📞 Position: Call Centre Section Head📍 Location: Baghdad – Head Office🕒 Type: Full-time💼 About the Role:ZMC Cargo is looking for a Call Center Section Head to lead our Customer Service & Call Center team in Iraq.You’ll be responsible for managing call agents, building systems and processes, creating policies & procedures, and ensuring excellent service quality for logistics, shipping, and delivery operations.🧭 Main Responsibilities:✅ Lead, train, and motivate the call center team.✅ Build and implement policies, workflows, and SOPs for operations.✅ Monitor KPIs: response time, resolution rate, and customer satisfaction.✅ Analyze issues, find root causes, and implement solutions.✅ Collaborate with logistics, delivery, and warehouse teams to ensure smooth service.✅ Prepare reports and drive continuous improvement.🎯 Requirements:Bachelor’s degree in Business, Communications, or related field.5+ years experience in call center operations, with 2+ years in a leadership role.Experience in logistics, e-commerce, or shipping preferred.Strong communication, leadership, and problem-solving skills.Fluent in Arabic; English proficiency preferred.📊 KPIs You’ll Manage:📞 Response Time🎯 First Call Resolution🌟 Customer Satisfaction⚡ Issue Resolution Speed📈 Agent Productivity✨ What We Offer:⭐ Competitive salary & benefits⭐ Growth within ZMC Cargo’s network⭐ Dynamic & professional work culture📩 Apply Now!Send your C.V. to 👉 bgw.hr@zmcexpress.com📌 Mention in the email subject:“Call Center Section Head – Baghdad”