Contact Center Manager (KSA National)

Maximus Gulf is recruiting a Contact Centre Manager to lead multi-team operations delivering appointment booking and beneficiary support services across large-scale government and social programmes.

This pivotal role ensures operational excellence, service quality, and achievement of KPIs across inbound and outbound contact centre functions. The role will drive performance, workforce optimisation, and the professional development of team leaders and agents.

What You’ll Do

• Lead day-to-day operations across multiple inbound and outbound teams.
• Ensure service levels, productivity, and quality targets are consistently achieved.
• Coach and develop team leaders and agents to maintain high standards of delivery.
• Oversee compliance with data privacy, safeguarding, and quality assurance frameworks.
• Track and report on key metrics (AHT, CSAT, QA, FCR, etc.) and implement improvement initiatives.
• Partner with IT and systems teams to enhance CRM, telephony, and case management tools.
• Collaborate with programme teams to ensure alignment with project goals and beneficiary outcomes.

What You’ll Bring

• 8+ years of contact centre experience, including 3+ years in a managerial or multi-team leadership role.
• Proven record of achieving operational KPIs in large-scale inbound/outbound environments.
• Strong people leadership, coaching, and analytical skills.
• Excellent communication in Arabic and English .
• Experience in beneficiary services, social programmes, or public/NGO environments is preferred.

If you’re an experienced contact centre leader who thrives on building high-performing teams and driving measurable impact, we’d like to hear from you.

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