Call Center Operations SME

This position is on-site based in Damascus Governorate, Syria.

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

• 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.

• 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