Lead, Guest Experience: Contact Center Manager

Bahrain Surf Park; Manama; On-site; BHD 18,000 - 28,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Job summary

Bahrain Surf Park in Manama seeks a dynamic Customer Experience Coordinator to elevate guest interactions across calls, emails and social channels. You will lead the team, minimize dissatisfaction, mentor staff, and help achieve KPIs such as CSAT and FCR, while promoting our Values: Waves for All, Aloha Spirit, Vitality.

Join a multicultural venue offering competitive salary, benefits and the chance to shape guest experience at a world-class leisure destination.

Qualifications

• Fluent Arabic and English is essential for interacting with guests and colleagues.
• Ability to work under pressure with a proactive, can-do attitude.
• Strong leadership and people skills to motivate and inspire both team members and guests.
• Excellent organisational and time-management skills to manage multiple channels and tasks.

Responsibilities

• Continually improve guest satisfaction and minimise dissatisfaction.
• Role model and promote best practices across calls, emails, social media and all guest interactions.
• Act as the point of escalation for complex calls and enquiries.
• Train and lead the team to handle complex situations, reducing escalations.
• Attend and contribute to weekly and monthly performance review meetings.
• Evaluate performance reports and make real-time adjustments to optimise daily operations.
• Collaborate with the Guest Experience Manager and the Sales and Partnerships Manager to create and implement sales targets and support Group Sales.
• Participate in call grading to ensure consistency in coaching, call quality, and service standards.
• Collate recurring client issues and provide feedback to senior management.
• Engage the team in the Vision and Values of Bahrain Surf Park and ensure connection to the wider operations teams.

Skills

Fluent Arabic

Fluent English

Leadership

KPI analysis

Job description

Bahrain Surf Park in Manama seeks a dynamic Customer Experience Coordinator to elevate guest interactions across calls, emails and social channels. You will lead the team, minimize dissatisfaction, mentor staff, and help achieve KPIs such as CSAT and FCR, while promoting our Values: Waves for All, Aloha Spirit, Vitality.

Join a multicultural venue offering competitive salary, benefits and the chance to shape guest experience at a world-class leisure destination.