Careers
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While finding the right career may start with a dream, achieving career success requires a lot more effort and planning. Silah Gulf’s Talent Development Programme is designed to help aspiring career professionals find flexible and accredited Talent Development roadmaps tailored to meet individual career aspirations. At The Silah Training Centre we are confident that we can help you find the professional certification programme that will set you on the path to success.

So why put off your dreams any longer? Let us put you in driver’s seat.

Vacant Job Postings
Are you inspired to lead, learn, grow, and make a difference?

Are you looking for an opportunity to start a career, to develop your skills and experience?
SILAH GULF is looking for bright candidates to work on a part time basis.

JOB REQUIREMENT

  • Customer Service/Call Centre Experience is preferable.
  • Strong command of Arabic and English language.
  • Working hours: 4 hours a day, evening and night shifts, six days a week.
  • Compliance with the Ministry of Labor guide.
  • Opportunity for university students who are still studying.

Apply Now

JOB TYPE: Full Time
POSITION: Agent
COUNTRY: Bahrain
START DATE: Immediately

JOB PURPOSE

The job holder will provide our customers with a world-class service with consistent high standards of care.

JOB REQUIREMENT

  • Excellent command of spoken Malayalam with command of written and spoken English.
  • Minimum of High School Certificate
  • Contact Center experience is desirable.
  • Good computer knowledge

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Job Type: Full Time

Position: Senior Application Developer

Start Date: Immediately

Job Purpose:

Working within the technology department, your primary role will be to provide Professional Services development and consultancy for RPA Solutions, Bespoke Application Development and Project Management. The candidate must have good knowledge of various design and architectural patterns as well as strong analytical skills. Good understanding of software design life cycle process is a must.

Technical Knowledge:

Demonstrates advanced programming/configuration/analytical skills to achieve business and or technical requirements. Able to work independently to resolve discrepancies, defects, incidents or problems with understanding of the business and system impacts. Able to identify and exercise appropriate escalation communications. Demonstrates an aptitude for learning and applying new and/or updated programming languages, techniques, and/or software development disciplines. Other responsibilities include:

  • Looking for candidates who can develop automation projects through Robotics Process Automation (RPA) as well as application design including CRM and bespoke web applications.
  • Design, develop and deploy solutions using different tools, design principles and conventions.
  • Configure objects using core workflow principles in an efficient way; ensure they are easily maintainable and easy to understand.
  • Understand existing processes and facilitate change requirements as part of a structured change control process.
  • Solve day to day issues arising while running new software processes and provide timely resolutions.
  • Maintain proper documentation for the solutions, test procedures and scenarios during UAT and Production phase.
  • Provide pre-sales assistance and development of proposals for new software applications
  • Provide project management after client's signature, adapted to the client's methodology (agile, GANTT, V-cycle ...) which incorporates collection of requirements and writing of detailed functional specifications.
  • Training and coaching of specified application products.
  • Enrich libraries and product components (JavaScript development) and knowledge bases
  • Provide continued improvement and updates to application software.

Essential Technical Skills Required:

  • 5 years+ experience in Java Script
  • HTML/XHTML and CSS
  • PHP, ASP, C#, Vb.net (preferable)
  • Experience in working on BPS/RPA applications would be an added advantage

Desired User and administration skills:

  • Conultancy experience
  • Attachmate MyExtra
  • Automation tool

Language Skills:

  • Excellent written and spoken in English

Education/ Technical/ Functional Qualifications and/or Professional

  • BS in Computer science

Apply Now

Now Hiring: Customer Service Representatives / Part Time

Are you looking for an opportunity to start a career, to develop your skills and experience?
SILAH GULF is looking for bright candidates to work on a part time basis.

JOB REQUIREMENTS

  • Customer Service/Call Centre Experience is preferable.
  • Strong command of Arabic and English language.
  • Working hours: 4 hours a day, evening and night shifts, six days a week.
  • Compliance with the Ministry of Labor guide.
  • Opportunity for university students who are still studying.

Please send your CV to jobs@silah.bh and our recruitment team will contact you after reviewing your CV.

Apply Now

JOB TYPE: Full Time / Shift Basis
POSITION: Customer Care Representative
OPENING DATE: Oct. 2016
START DATE: Q4 – 2016 / ASAP

JOB REQUIREMENT

  • Excellent command of spoken (Italian & English)
  • Minimum of Secondary School Certificate
  • Ability to build rapport with people
  • Good Computer Knowledge
  • Good conversational skills to hold the attention of customers on the phone

Candidates wishing to apply fo this role, forward your CV to Jobs@silah.bh quoting the Job Reference Number

Apply Now

JOB TYPE: Full Time / Shift Basis
POSITION: Customer Care Representative
START DATE: ASAP

JOB REQUIREMENT

  • Excellent command of spoken (German & English) - SG/HR/V.001-2016
  • Excellent command of spoken (French & English) - SG/HR/V.002-2016
  • Minimum of Secondary School Certificate
  • Ability to build rapport with people
  • Good Computer Knowledge
  • Good conversational skills to hold the attention of customers on the phone

Candidates wishing to apply fo this role, forward your CV to Jobs@silah.bh quoting the Job Reference Number

Apply Now

JOB TYPE: Full Time / Shift Basis
POSITION: Customer Care Representative
START DATE: ASAP

JOB REQUIREMENT

  • Excellent command of spoken (German & English) - SG/HR/V.001-2016
  • Minimum of Secondary School Certificate
  • Ability to build rapport with people
  • Good Computer Knowledge
  • Good conversational skills to hold the attention of customers on the phone

Candidates wishing to apply fo this role, forward your CV to Jobs@silah.bh quoting the Job Reference Number

Apply Now

JOB TYPE: Full Time / Shift Basis
POSITION: Customer Care Representative
START DATE: ASAP

JOB REQUIREMENT

  • Excellent command of spoken (French & English) - SG/HR/V.002-2016
  • Minimum of Secondary School Certificate
  • Ability to build rapport with people
  • Good Computer Knowledge
  • Good conversational skills to hold the attention of customers on the phone

Candidates wishing to apply fo this role, forward your CV to Jobs@silah.bh quoting the Job Reference Number

Apply Now

JOB TYPE: Full Time
POSITION: Project Management Executive
DEPARTMENT: Operations
OPENING DATE: Sep.’16
STARTING DATE: Q4 – 2016

THE ROLE

The Project Management Executive will take on the management of projects with the goal of delivering the project on time, within budget and within scope. With the ability to analyze and process data, manage and communicate with internal and external stakeholders.

JOB REQUIREMENT

  • B.sc in Information Technology / Computer Science or any relevant degree
  • At least one year’s of experiences in any industry as PME
  • Advanced knowledge in using Microsoft Office software e.g. (MS word, MS PowerPoint, MS Excel, MS Project management software, and Outlook)
  • Familiar with project management concepts and drivers.
  • Previous experience in software implementation process will be desirable.
  • Must be fluent in English and Arabic.
  • Manage and follow up on projects in GCC if required

Candidates wishing to apply fo this role, forward your CV to Jobs@silah.bh quoting the Job Reference Number

Apply Now

JOB TYPE: Full Time
POSITION: Sales Team Leader
DEPARTMENT: Operations
OPENING DATE: 21st Sep. 2016
START DATE: ASAP

JOB REQUIREMENT

  • B.sc in Administration / Business Management or any relevant degree is preferable
  • Sales oriented mindset
  • Excellent command of spoken Arabic & English
  • Innovative
  • Adapt to change
  • Experience in a Customer-orientated role(s) and the ability to work in a fast paced environment.
  • At least one year’s of experiences in a contact center/customer service is a plus.
  • Experience in Telecom products is a plus.

Candidates wishing to apply fo this role, forward your CV to Jobs@silah.bh quoting the Job Reference Number

Apply Now

DEPARTMENT: Operation
INDUSTRY: Client
REPORTS TO: General Manager
COUNTRY: Kuwait

PURPOSE

The job Holder is a key role in the organization, which, forms part of the senior management team and acts as a leadership role for the Contact Centre Operations team. (S)he will be the key in motivating staff to drive optimum and differentiated care for our client’s customer base, with an emphasis on continuous improvement and operational excellence. The Senior Operations Manager is responsible for the achievement of the contractual Contact Centre KPI’s as agreed with the Client.

PRINCIPAL ACCOUNTABILITY

  • To manage the day to day operation across inbound, outbound and middle office functions.
  • To be responsible for the achievement of Client driven KPIs and SLAs through strong people management, operational focus and process / quality control.
  • To effectively manage performance in functional areas to the extent where optimal performance is constantly tested, measured and delivered.
  • To have a strong and detailed focus on contact Centre productivity and work with the Quality Manager to maximize the potential against budget, whilst at the same time ensuring people are respected and work within a controlled and balanced environment.
  • To work with HR such that headcount and attrition requirements are defined, agreed and met in line with budget. In addition, work actively with HR to understand and address the drivers of attrition within defined parameters, to maintain operational stability, a strong people-focused business, as well as maximizing quality and minimizing costs.
  • To drive and lead by example the delivery of strong attention to detail, accuracy and quality across all levels of the contact Centre team – for both external and internal customers.
  • To drive and inspire outstanding performance within the contact Centre teams by providing clear goals, objectives and motivation, through professional, consistent and effective leadership.
  • To effectively manage absence within budgeted levels and with a view to driving motivation and a strong people-focused culture.
  • To be responsible for contact Centre budget adherence (and wherever possible, improvement) for the running of the in-house contact Centre teams and supporting cost Centre’s.
  • To manage and engender a relationship with the Finance team to track actual costs versus budget and highlight opportunities for improvement.
  • To constantly review personnel and seek out individuals for further development, both management and skills, to provide career options to the teams as well as ‘home grown’ quality experts for the organization.
  • To work closely with HR on recruitment profiles, selection criteria, reviews of results and local conditions, such that the business is attracting and attaining quality and skilled individuals to fit specific roles.
  • Undertakes duties of a general nature, or additional tasks, that may be required from time to time by the business.
  • To ensure that activities within the contact Centre are always prioritized appropriately and aligned to Silah Gulf business needs.
  • To hold weekly performance reviews and provide reporting to the business on:
    • Performance – positive and negative variances and drivers;
    • Planning – recruitment, training, change management;
    • Quality – training and subject matter experts;
    • Customer experience – key trends, observations and recommendations;
    • System performance, outages (planned and unplanned) and escalations;
    • Release and migration feedback on all new initiatives and changes that are planned and implemented within the contact Centre
    • To define and agree plan and priorities for week ahead.
  • Perform added tasks as per management needs

JOB REQUIREMENT
Education

  • Minimum B.sc in Administration or Business Management or any relevant degree.

Experience

  • Minimum of 5 years in an Operations management role, in a fast paced, dynamic sales orientated environment, ideally gained in a high tech medium/large sized Call Centre.
  • Minimum of 5 years people management experience at a senior level.
  • Key to the role is to manage through others, fostering an environment of cooperation and respect. The candidate must have gravitas and authority whilst being able to create rapport and trust at all levels.
  • Candidates must be passionate about customer service and the important of people in its delivery.
  • Strong leadership/influencing and communication skills, with the ability not only to lead teams but empower, motivate and delegate as appropriate.
  • Candidates must be numerate and have experience of operating a Profit and Loss system.
  • Proven track record of successful performance and change management and the ability to identify opportunities for continuous improvement within the current operating environment.
  • Results driven with high levels of energy, flexibility and enthusiasm

Apply Now

DEPARTMENT: Operation
INDUSTRY: Airline Client
REPORTS TO: Team Leader
COUNTRY: Bahrain

PURPOSE

Deliver five star Customer Services to client’s customers contacting the Contact Centre via telephone, email, fax and web chat. Responding professionally in order to achieve customer satisfaction, generate revenue and take all possible measures to avoid loss of revenue.

PRINCIPAL ACCOUNTABILITY

  • Respond to customer queries over the telephone, email, fax and web chat.
  • Maintain and generate reports as required
  • Sell; up-sell and cross-sell Client’s products and services to the customer
  • Complete fraud preventions checks
  • Make outbound calls to customers to provide information as when it is required
  • Keep oneself updated with the new products and services offered by The Client
  • Handling multi-products and services as required by the organization after the necessary training has been provided
  • Provide personalized customer service at the highest level.
  • Escalate queries to senior Contact Centre staff as appropriate
  • Supporting the preparation and execution of action plans, which increase reservation sales and associated business
  • Take responsibility for own on-going personal development and growth of expertise.
  • Assist in the response to any emergency or a major operational disruption affecting Client or its subsidiaries, including support of the Client’s Special Assistance Program.
  • Proactively propose system/procedure enhancements to improve performance and efficiency
  • Make new reservations and changes to existing reservations, quoting to the correct fares and rule of carriage
  • Issuance and re-issuance of tickets
  • Processing refunds
  • Support other stations, CTOs or APOs for reservations related activities
  • Support travel agencies for reservation related activities
  • Navigating customers through the website to find information or complete a transaction
  • Amend online bookings
  • Troubleshoot technical difficulties faced by Client’s customers in the website
  • Support other stations, CTOs or APOs for E-Commerce related activities
  • Make new reservations/amend existing reservations for FFP members and deduct the corresponding Qmiles form the back-office system
  • Cancellation of existing bookings and addition of the corresponding Qmiles
  • Support other stations, CTOs or APO’s for FFP related activities
  • Perform added tasks as per management needs

JOB REQUIREMENT
Education

  • High school or higher

Experience

  • Candidates will ideally have worked in a Customer-orientated role(s) and will have the ability to work in a fast paced environment.
  • Contact centre experience is desirable.
  • Airline experience is desirable.
  • IATA or airline basic tariff course is an advantage
  • Excellent of written and spoken English and Arabic.

Competencies

  • Oral & written Communications (Level 2)
  • Customer Service Orientation (Level 1)
  • Problem Solving (Level 1)

Apply Now

DEPARTMENT: Operation
INDUSTRY: Client
REPORTS TO: Team Leader
COUNTRY: Bahrain

PURPOSE

The job Holder will provide our Customers with a world-class service through resolution of their queries and consistently providing high standards of care throughout their interaction with the Customer.

PRINCIPAL ACCOUNTABILITY

  • Take ownership for resolving Customers’ queries promptly and efficiently providing Customers with a solution in accordance with agreed Company processes and procedures.
  • Provide concise, accurate, complete and informative responses to the Customer.
  • Follow agreed and other appropriate troubleshooting processes or scripts as directed by Silah to ensure correct diagnosis and appropriate resolution
  • Gather and document appropriate information relevant to the investigation and resolution of Customer query or issue.
  • Maintain an up-to-date level of product and procedural knowledge and proactively seek out information, where required.
  • Contribute positively towards the achievement of performance targets in all aspects of the team’s activities.
  • Maintain target levels of productivity and performance, as outlined by the Team Leader in relation to performance metrics e.g. Quality scores, Attendance and Punctuality, Resolution Rate, Customer Satisfaction and Average Handling times, etc.
  • Escalate outstanding Customer queries in line with Company procedures
  • Support a good team and working environment through assisting fellow employees and participate constructively in team meetings
  • Undertake duties of a general nature, or additional tasks, as may be required from time to time by their Team Leader
  • Feedback any call trends to their Team Leader immediately once identified.
  • Log customers’ interaction into the system and ensure the customers’ queries/issues are logged and addressed, or forwarded to the concerned department/queue if not resolved
  • Ensure core benefits of various post-paid products are delivered to the customers’ complete satisfaction.
  • Record and maintain prospects details.
  • Perform added tasks as per management needs

JOB REQUIREMENT
Education

  • High school or higher

Experience

  • Candidates will ideally have worked in a Customer-orientated role(s) and will have the ability to work in a fast paced environment.
  • Contact centre experience is desirable.

Competencies

  • Oral & written Communications (Level 2)
  • Customer Service Orientation (Level 1)
  • Problem Solving (Level 1)

Apply Now

DEPARTMENT: Operation
INDUSTRY: Airline Client
REPORTS TO: General Manager
COUNTRY: Bahrain

PURPOSE

The job Holder will be responsible for all service delivery aspects of the Contact Center. Manage service quality, service levels and revenue generation through teams by adhering to redefined set standards. Develop, manage, coordinate, and implement policies and procedures through close monitoring of operations and sales results in order to establish the unit as a quality service provider, to enhance service and to generate income.

PRINCIPAL ACCOUNTABILITY

  • Responsible for managing Service Levels of all customer service aspects of the Contact Centre; including Frequent Flyer Programme, E-Commerce, Reservations and Ticketing.
  • Responsible for revenue generation through agent’s selling, cross-selling and upselling.
  • Implement new skills and new techniques geared towards operational and service excellence
  • Regularly interact with various stations to understand requirements and communicate feedback/solutions
  • Planning and executing debriefing sessions for all agents before the shift commences
  • Ensuring call quality and high level of customer service
  • Controlling & reducing non-SOP adherence instances on a daily basis
  • Assisting the training team in developing recurrent training modules
  • Complaints management
  • Creating reports and MIS for the process and team
  • Communicating existing and new policies
  • Use the MIS reports to further analyse and improve on functioning
  • Work closely with support teams to align operational objectives and goals
  • Coordinating process tests and refresher trainings with Quality and Training Team
  • Ensure implementation of quality assurance system and maintain quality procedures in conjunction with Quality and Training Team
  • Ensure first call resolution, zero error and operational excellence
  • Performance management of Team Leaders and Duty Officers
  • Each of the Team members reporting to him/her achieves the targeted objectives
  • Motivating each Team Member, Guiding and Monitoring their performance and suggesting and implementing corrective actions as required.
  • Conduct forums with direct reportees on a regular basis
  • Coordinating roster and leave planning with Operations Team
  • Driving process excellence through continuous improvement
  • Motivating the team to deliver assigned targets
  • Develop and formulate departmental strategy with Contact Centre Manager to drive business
  • Take responsibility for own on-going personal development and growth of expertise.
  • Assist in the response to any emergency or a major operational disruption affecting. Client’sor its subsidiaries, including support of the Client’sSpecial Assistance Program.
  • Proactively propose system/procedure enhancements to improve performance and efficiency.
  • Manage Effective Corporation between R&P and Quality.
  • Perform added tasks as per management needs

JOB REQUIREMENT
Education

  • B.sc in Administration or Business Management or any relevant degree

Experience

  • At least 1-2 years Airline Experience
  • 2 -3 years Contact Centre Experience
  • At least 1 - 2 Years experience managing a number of team leaders
  • Experience of ensuring productivity and performance against contractual service levels
  • Track record in working with key stakeholders and building client relationships
  • Experience of ensuring quality and customer satisfaction
  • Experience of planning for the effective delivery of resources to best meet contact flow requirements
  • Familiarity with contact Centre measures and how they influence each other
  • Experience motivating and inspiring a team of managers
  • Excellent written and spoken English and arabic

Competencies

  • Delegation
  • Diversity Management (level 3)
  • Leadership (level 3)
  • Planning and Organising (level 3)
  • Developing Organisational Talent (level 4)

Apply Now

DEPARTMENT: Operations
INDUSTRY: Client
REPORTS TO: Resource & Planning Manager
COUNTRY: Bahrain

PURPOSE

Ensures proper and effective utilisation of manpower resources to maximise efficiency and achieve predefined KPI’s. Coordinates with all departments, to maintain Service Level and ensures targets are achieved. Strong responsibility to optimise cross-skilling for voice as well as non-voice tasks, activation of staffing on demand measures by anticipating market and service affecting influences. Delivers outstanding service on all interfacing departments, representing business’ needs and helping stakeholders achieve strategic goals aligned to Customer Contact Centre needs.

PRINCIPAL ACCOUNTABILITY

  • Real time steering and skilling of Customer Service Agents (CSA) driven by the real time trends to meet defined performance targets daily (service levels, abandoned percentage, lost call rate, average handling time, average speed of answer and queue accessibility) and achieve performance consistency based on business requirements.
  • Real-time resource for voice and non-voice tasks for efficient resource optimisation.
  • Coordinate all non-voice activity while maintaining productivity and service level goals to attain non-voice objectives.
  • Identify intraday trends as they develop and recommend the impact on resources and KPIs to the business units.
  • Break optimisation and re-scheduling of daily exceptions to meet scheduling requirements.
  • Convert information provided by management team about internal and external service impacting activities to utilise real time resource adjustments.
  • Monitor CSA and Lead Agents’ (LA) Real Time activities across all queues to investigate agents in extended call states.
  • Opening tickets and notifying call centre management of current status to serve as a focal point for IT and systems issues.
  • Provide performance report input to operations department.
  • Receive and process incoming calls from the CSA’s regarding absenteeism, activate staffing on demand measures based on intraday analysis
  • Execute reporting packages to provide analysis data for effective management
  • Handle agents daily break schedule, schedule swaps and during low-call volume work with supervisors to request agents to leave early or allocate resources to alternative tasks.
  • Maintain real time management information dashboards
  • Communicate performance updates to local management
  • Perform periodic skills audits to ensure that all call centre agents are accurately skilled
  • Document and track all appropriate work force management work flow processes for accurate process management.
  • Ensure that all reports originating from the department are accurate and reliable
  • Take responsibility for ongoing personal development and growth of expertise
  • Assist in the response to any emergency or a major operational disruption
  • Undertake any ad-hoc duties as requested by management.

JOB REQUIREMENT
Education

  • Trade or vocational qualification

Experience

  • Excellent punctuality record (Not more than 3 LC in 12 months)
  • Workforce forecasting and scheduling experience and application administration experience
  • Data analysis
  • Knowledge of WFM software, MS products particularly Excel

Competencies

  • Oral & written communication (Level 2)
  • Customer service orientation (Level 2)
  • Technical expertise (Level 2)
  • Leadership (Level 1)

Apply Now

DEPARTMENT: Operations
INDUSTRY: Airline Client
REPORTS TO: Resource and Planning Manager
COUNTRY: Bahrain

PURPOSE

Ensures efficient administrative operations, scheduling and managing flow of work for WFM status changes of contact centre staff. Participates in proactive team efforts to achieve contact centre goals. Responsibility for assisting in the development and maintenance of demand plans, advisor shift schedules, and the subsequent monitoring of actual adherence against the plan. Assist in the capture leave, resignations, absenteeism, any other off phone activity.
Identifies work force trends in order to assist in the planning for potential risks in meeting operational requirements. As well as assist in day to day management information administration as stipulated by the MIS analyst to facilitate timely production of management reports.

PRINCIPAL ACCOUNTABILITY

  • Create and maintain files on each agent relating to attendance, shifts preferences, any planned trainings or meetings or breaks and updates this segment entry in WFM so that the official schedule is populated with the most current and accurate schedule exceptions.
  • Coordinate the distribution of the various CSRs’ rosters and administer the shift trades workflows.
  • Keep track of CSRs attendance, annual leave, breaks, sick leave, and generate and/or verify CSRs’ productivity reports.
  • Monitor queues of both voice and non-voice work in real time; ensure that CSRs’ skilling are set properly in order to optimise performance and highlight non-adherence events to Team Leaders and Operations Management.
  • Create/update system profiles for contact centre staff
  • Act as a liaison between HR, the training department and other administrative departments and the contact centre operations.
  • Assist with paperwork, filing of records and maintain inventory pertaining to appropriate levels of equipment/supplies for the contact centre.
  • Support and implement policies and procedures established by the contact centre operations department.
  • Interface with the Customer Service Management Team to support in streamlining the real-time activities.
  • Assist in the response to any emergency or a major operational disruption.
  • Any ad-hoc activities as directed by management

JOB REQUIREMENT
Education

  • High school or higher

Experience

  • Ability to create forecasts and plans without a WFM tool, e.g. Excel
  • Previous experience within an WFM environment/li>
  • Excellent written and spoken English / Arabic
  • Proficiency in MS Excel and MS Outlook

Competencies

  • Analysis
  • Attention to Details
  • Planning and Organising (Level 3)

Apply Now