Contact Center Senior Manager

Role Summary

The Contact Center Senior Manager leads all customer service operations, ensuring seamless, high-quality support across multiple communication channels. This role focuses on delivering exceptional customer experiences, optimizing performance, and driving operational efficiency while fostering a motivated and high-performing team.

Key Responsibilities

Leadership & Operations

• Oversee day-to-day contact center operations, ensuring KPIs and SLAs are consistently achieved.
• Lead, coach, and develop a team of managers and agents to maintain high service standards.
• Manage escalations effectively and ensure prompt resolution of complex issues.
• Continuously improve processes, technology, and people performance.

Customer Experience

• Drive customer satisfaction and service excellence across all channels (calls, chat, email, social).
• Monitor and improve key metrics such as CSAT, quality, and response time.
• Implement proactive feedback and complaint management processes.

Performance & Reporting

• Analyze performance data and prepare regular operational reports for management.
• Use insights to identify improvement areas and ensure data-driven decision-making.
• Collaborate with internal teams to meet client goals and optimize resource planning.

Stakeholder & Employee Engagement

• Act as a main contact for internal and external partners, ensuring smooth coordination.
• Build vendor relationships and ensure service compliance.
• Promote a positive, engaging work culture that supports employee growth and satisfaction.

Innovation & Improvement

• Implement new technologies and automation to enhance efficiency and service delivery.
• Lead continuous improvement initiatives to boost productivity and customer experience.

Qualifications & Skills

• Bachelor’s degree in Business Administration or related field.
• Minimum 5 years in a contact center or customer service leadership role.
• Strong experience managing large teams in a fast-paced, customer-focused environment.
• Excellent analytical, communication, and stakeholder management skills.
• Familiarity with contact center tools and platforms (e.g., Genesys, CRM systems).
• Certification in contact center operations (COPC, Six Sigma, etc.) is Mandatory .
• Fluency in English; Arabic is an advantage.