contact center manager

Trendyol

<div><div><div><b>About the Team</b></div><div>
At Trendyol Growth, we align pricing, discount, and marketing strategies to drive sustainable and scalable growth. We work cross-functionally with teams like Product, Category, and Operations to uncover opportunities and deliver impact. With a strong learning culture and data-driven mindset, we grow together &mdash; as individuals and as a team.</div><div></div><div><br>
As a <b>Contact Center Manager</b>, you'll be the key point of contact for our local inbound operations, directly managing our outsource vendors. You'll be responsible for actively monitoring critical KPIs like Service Level and First Contact Resolution to ensure we're delivering a high-quality customer experience. This role is a blend of operational oversight and strategic project management, where you'll drive improvements to achieve a better service quality.</div></div>
<div><div><h3 class="jobSectionHeader"><b>Responsibilities</b></h3><ul><li><ul><li>
Responsible for managing outsource vendor and acting as a POC for local inbound operations; with contact center operations, quality and financial perspective</li><li>
Together with Planning &amp; Monitoring team, actively monitoring vendor customer service KPIs like SL, AHT, ACHT, ACWT, FCR and taking actions about not met KPIs in case of need</li><li>
Periodically meeting with vendors and getting feedback for improvement areas</li><li>
Tracking agent, vendor CSAT and quality scores</li><li>
Developing projects for improving inbound operations to achieve better service quality</li></ul></li></ul></div></div>
<div><div><h3 class="jobSectionHeader"><b>Expected Qualifications</b></h3><ul><li><ul><li>
Bachelor's or Master&rsquo;s Degree in Engineering, Management, Business, or related fields preferred</li><li>
Extensive experience in Customer Service departmant</li><li>
Fluent in English communication, both written and verbal</li><li>
Strong leadership to manage in-house and outsourced teams</li><li>
Clear communicator with excellent verbal and written skills</li><li>
Strategic and analytical, with a focus on performance and KPIs</li><li>
Customer-focused and committed to service excellence</li><li>
Problem-solver with the ability to act quickly and effectively</li><li>
Relationship builder with vendors and cross-functional teams</li><li>
Adaptable in a fast-paced, changing environment</li><li>
Process-oriented with attention to detail</li></ul></li></ul></div></div><br>
<div></div>
<div><div><b>
What We Offer</b></div><ul><li><b>Personalised training allowance and learning opportunities: </b>Use your annual budget for any training or conference of your choice, explore our Learning Management System (LMS) anytime, and join in-person learning sessions offered throughout the year.</li><li><b>Responsibility from day one: </b>Take full ownership from the start in a culture where every voice is heard and valued.</li><li><b>A diverse, international team: </b>Collaborate with global peers across our offices in Berlin, Amsterdam, Dubai, and beyond, in a startup-spirited and collaborative environment.</li><li><b>Opportunities to grow with the best: </b>Tackle meaningful challenges, develop through hands-on experience, and grow with the support of expert guidance and global mentoring.</li><li><b>Meaningful connections beyond tasks:</b> Be part of team rituals, events, and social activities that help us stay connected and inspired.</li></ul><div></div><div><b><br>
Take the Next Step</b></div><div>
If this role excites you, apply today, we look forward to taking the next step with you.</div><div>
Want to get to know the team better first? Explore our Career Website, LinkedIn, or YouTube to learn more about #LifeatTrendyol and how we work.</div></div></div>

Contact Center Manager (Saudi Nationals Only)

Tabby | تابي

<div>
 <p>
  <strong>
   Department:
  </strong>
  Customer Support Ops
 </p>
 <p>
  <strong>
   Location:
  </strong>
  KSA
 </p>
 <p>
  <strong>
   Compensation:
  </strong>
  ر.س15,000 - ر.س20,000 / month
  <br/>
  <br/>
 </p>
 <strong>
  Description
  <br/>
  <br/>
 </strong>
 <strong>
  Tabby
 </strong>
 creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money.
 <br/>
 <br/>
 The company&rsquo;s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.
 <br/>
 <br/>
 Tabby generates over $10 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region.
 <br/>
 Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and is now valued at $3.3 billion.
 <br/>
 <br/>
 We are looking for a
 <strong>
  high-impact Operations Manager
 </strong>
 to drive excellence in our customer service operations in KSA. This role is
 <strong>
  critical
 </strong>
 to ensuring seamless, high-performance contact center operations while delivering an exceptional customer experience.
 <br/>
 <br/>
 As a
 <strong>
  strategic leader
 </strong>
 , you will work alongside the Head of the Contact Center to implement
 <strong>
  scalable
 </strong>
 service strategies, optimize workflows, and enhance operational efficiency. You will be instrumental in achieving
 <strong>
  key performance metrics
 </strong>
 and setting new standards for customer satisfaction.
 <br/>
 <br/>
 <br/>
 <br/>
 <strong>
  Key Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Lead, mentor, and optimize a team of customer service supervisors and representatives, fostering a high-performance, results-driven environment.
  </li>
  <li>
   Execute and refine customer service strategies to meet and exceed KPIs, including response times, resolution rates, and overall customer satisfaction.
  </li>
  <li>
   Oversee and enhance daily contact center operations across multiple customer touchpoints, including inbound/outbound calls, email, live chat, and social media.
  </li>
  <li>
   Ensure seamless cross-functional collaboration with departments such as Sales, Marketing, and Product to maintain a consistent and customer-centric experience.
  </li>
  <li>
   Drive process improvements by identifying inefficiencies, implementing automation, and optimizing self-service capabilities to elevate customer engagement.
  </li>
  <li>
   Manage escalations with precision, ensuring swift and effective resolution of critical customer issues while reinforcing brand trust and loyalty.
  </li>
  <li>
   Ensure compliance with local regulations, industry standards, and company policies to maintain operational integrity.
  </li>
  <li>
   Contribute to workforce planning, scheduling, and resource allocation, ensuring optimal staffing levels to support fluctuating customer demand.
  </li>
  <li>
   Champion innovation by staying ahead of emerging customer service trends, AI-driven solutions, and digital engagement technologies.
  </li>
  <li>
   Report on operational performance by analyzing data, identifying insights, and presenting strategic recommendations to senior leadership.
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   10+ years of experience in contact center operations, including 5+ years in a leadership role (Supervisor, Team Lead) or 2+ years as an Operations Manager managing inbound teams.
  </li>
  <li>
   Deep expertise in customer service principles, contact center operations, and customer experience management.
  </li>
  <li>
   Bachelor&rsquo;s degree in Business Administration or a related field.
  </li>
  <li>
   Proven ability to optimize KPIs such as customer satisfaction scores, response times, and first-contact resolution rates.
  </li>
  <li>
   Bilingual fluency in English and Arabic (both written and verbal).
  </li>
  <li>
   Strong technical acumen, with proficiency in CRM systems, contact center technologies, and workforce management tools.
  </li>
  <li>
   Exceptional leadership skills, with a track record of building, motivating, and scaling high-performing teams.
  </li>
  <li>
   Sharp analytical and problem-solving abilities, with a customer-first approach to decision-making.
  </li>
  <li>
   In-depth knowledge of local market dynamics, regulatory requirements, and cultural nuances in customer interactions within the Middle East.
  </li>
 </ul>
 This is a role for a bold, proactive leader who thrives in fast-paced, high-growth environments. If you're ready to transform customer service operations and lead a world-class team, we want to hear from you.
</div>


Customer Service Operations Manager - Contact Center - Saudi National

Transcom

<p></p><div><div><div><div><div><div><div><div><div><div>RTM</div><div><p><b>
Location</b><b>: </b>Egypt, Cairo</p><p><b>
Job category</b><b>: </b>Operations</p><p><b>
Language</b><b>: </b>English</p></div><div><div><p><b>
Role Overview:</b><br>
The Real-Time Manager plays a crucial role in ensuring operational efficiency and performance within a contact center environment. They lead a team of Real-Time Analysts in optimizing contact center performance in real-time. This includes ensuring target reachability, analyzing performance, and executing improvements. Providing coaching and development to analysts, analyzing data for trends, and implementing strategies to meet service level agreements and operational targets are essential. Additionally, overseeing performance metrics, collaborating across departments for process improvements, and identifying opportunities for overall service level enhancement are key responsibilities.<br>
<br>
<b>Functional responsibilities:</b></p><br>
<ul><li>
Lead a team of real-time analysts to monitor and optimize contact center performance in real time.<br>
</li><li>
Monitor and ensure target reachability of your team. Analyze performance, determine suitable recommendations, and execute improvements.<br>
</li><li>
Provide coaching, feedback, development, and performance evaluations to real-time analysts.<br>
</li><li>
Analyze complex data sets to identify trends, patterns, and opportunities for improvement.<br>
</li><li>
Develop and implement strategies to ensure adherence to service level agreements (SLAs) and operational targets.<br>
</li><li>
Oversee the real-time monitoring and analysis of contact center performance metrics.<br>
</li><li>
Collaborate with workforce management, operations, and other departments to implement process improvements and enhance efficiency.<br>
</li><li>
Collaborate with Contact Center Management to identify opportunities for overall improvement of service levels, key performance indicators, and resource utilization.</li></ul><p><b><br>
Professional qualifications/</b><br>
<b>Specific knowledge:</b></p><br>
<ul><li>
University graduate<br>
</li><li>
Knowledge/Specific training in Results Analysis Systems and/or Applied Statistics is an advantage.<br>
</li><li>
Google package: Spreadsheets. Excel. High Level; Word. Intermediate-High Level; Presentations. PowerPoint Intermediate-High Level;<br>
</li><li>
Communication. Email: Intermediate/High level.<br>
</li><li>
Solid functional application knowledge in the Alvaria WFM</li></ul><br>
<p></p><ul><li>
Excellent English</li></ul><p><b><br>
Skills profile and required levels (core competencies):</b></p><ul><li><b><br>
Leadership:</b> Ability to lead and motivate a team of real-time analysts to achieve performance goals.<br>
</li><li><b>
Analytical Skills:</b> Proficiency in analyzing complex data sets to identify trends, patterns, and opportunities for improvement.<br>
</li><li><b>
Communication:</b> Strong verbal and written communication skills to effectively convey performance metrics, recommendations, and strategies to stakeholders. Can articulate performance metrics and calculations such as, but not limited to, Service Level, Staffing Adherence, Avg Handle Time, Avg Speed of Answer, etc. (applicable to external candidates).<br>
</li><li><b>
Problem-Solving:</b> Capability to identify and resolve issues impacting contact center performance in real-time.<br>
</li><li><b>
Time Management:</b> Skill in managing time effectively to prioritize tasks and meet deadlines in a fast-paced environment. Required to work flexible hours/shifts.<br>
</li><li>
Technical Proficiency: Familiarity with real-time monitoring tools, contact center software, and data analytics platforms.<br>
</li><li><b>
Collaboration:</b> Ability to collaborate across departments, including workforce management, operations, and IT, to implement process improvements and enhance efficiency.<br>
</li><li><b>
Adaptability:</b> Capacity to adapt to changing priorities, technologies, and business needs.<br>
</li><li><b>
Performance Management:</b> Experience in providing coaching, feedback, and performance evaluations to real-time analysts to drive continuous improvement.<br>
</li><li><b>
Customer Focus</b>: Commitment to ensuring service level agreements (SLAs) are met and delivering excellent customer service through real-time monitoring and analysis.</li></ul><p><b><br>
Previous experience:</b></p><ul><li><i><br>
External selection</i>: Minimum 2+ years experience as a Real-Time Analyst or in the performance of similar functions, and experience in companies belonging to the Contact Centre sector is an advantage.</li></ul><p><i><br>
Internal promotion</i>: May originate from the post of Real-time analyst role with a minimum one year experience. May also originate from any post if he/she complies with the required profile.</p></div></div></div></div></div></div></div></div></div></div></div><p></p>

Concentrix

<div>
 Job Title:
 <br/>
 <br/>
 Operations Manager - Contact Center - Real Estate ( Bilingual- English/ Arabic)
 <br/>
 <br/>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 The Operations Manager I is responsible for coaching and supervising a group of Team Leaders. This position is also responsible for ensuring Client Service Level Agreement and financial expectations are achieved.
 <br/>
 <br/>
 <strong>
  Essential Functions/Core Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
  </li>
  <li>
   Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)
  </li>
  <li>
   Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization&rsquo;s policies and applicable legal requirements
  </li>
  <li>
   Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)
  </li>
  <li>
   Create and maximize relationships with client partners
  </li>
  <li>
   Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
  </li>
  <li>
   Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching
  </li>
  <li>
   Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
  </li>
  <li>
   Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
  </li>
  <li>
   Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
  </li>
  <li>
   Attend business reviews with the client
  </li>
  <li>
   Handle a team of team leaders
   <br/>
   <br/>
  </li>
 </ul>
 Candidate Profile
 <br/>
 <br/>
 <ul>
  <li>
   Bachelor Degree in related field with more than 3 years of experience.
  </li>
  <li>
   Call center experience within real estate sector preferred
  </li>
  <li>
   Bilingual English (B2 + level ) and Arabic speaker .
  </li>
  <li>
   Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal
  </li>
  <li>
   Work well under pressure and follow through on items to completion while maintaining professional demeanor
  </li>
  <li>
   Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
  </li>
  <li>
   Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment
  </li>
  <li>
   Demonstrated ability to mentor, coach and provide direction to a team of employees
  </li>
  <li>
   Willingness to work a flexible schedule
   <br/>
   <br/>
  </li>
 </ul>
 Career Framework Role
 <br/>
 <br/>
 Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.
 <br/>
 <br/>
 Disclaimer
 <br/>
 <br/>
 The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.
 <br/>
 <br/>
 Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
 <br/>
 <br/>
 Location:
 <br/>
 <br/>
 ARE Dubai - Property# BCB2 515, Dubai CommerCity
 <br/>
 <br/>
 Language Requirements:
 <br/>
 <br/>
 Time Type:
 <br/>
 <br/>
 <strong>
  If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
  <br/>
  <br/>
 </strong>
 <strong>
  R1581852
 </strong>
</div>


Operations Manager - Contact Center - Real Estate ( Bilingual- English/ Arabic)

High End Hiring

We are seeking an experienced, energetic, and results-driven Call Center Manager to lead our dynamic team of 5–10 call center representatives at StarBrite Dental. The ideal candidate will be responsible for driving performance and productivity while maintaining a positive and motivating team culture. This is not a cold-calling position—our team exclusively contacts individuals who have reached out previously or have been seen in our office.
<br>Must have experience in call center work, sales and management. Must also be fully fluent in both Spanish and English.
<br><br>
<b>Key Responsibilities:</b><br>
<ul>
<li>Team Leadership & Supervision:</li>
<li>Oversee daily operations of the call center team focused on scheduling new and returning patients and encouraging case acceptance.</li>
<li>Monitor and manage individual performance, ensuring each team member completes ~150 daily contacts (calls/texts/emails).</li>
<li>Provide ongoing coaching, training, and feedback to team members.</li>
<li>Promote a balance of accountability and motivation, addressing performance issues with professionalism and clarity.</li>
<li>Performance & Goal Setting:</li>
<li>Set clear KPIs and productivity benchmarks for the team.</li>
<li>Track and report team performance metrics; implement strategies to consistently hit targets.</li>
<li>Use data to optimize call efficiency and conversion rates.</li>
<li>Motivation & Culture:</li>
<li>Foster an upbeat, fun, and engaging work environment while minimizing distractions.</li>
<li>Develop and implement incentive programs, contests, and recognition initiatives.</li>
<li>Celebrate wins while constructively addressing areas for improvement.</li>
<li>Process Management:</li>
<li>Ensure all calls are patient-focused, compliant with office protocols, and align with the practice’s standards of care.</li>
<li>Coordinate with front desk, treatment coordinators, and clinical staff to streamline scheduling and follow-ups.</li>
<li>Help optimize scripts, workflows, and call strategies to improve outcomes.</li>
</ul>
<b>Our hours are:</b><br>
Tuesday - Saturday
<br><b>Tues, Weds, Friday:</b> 8:00 - 5:00
<br>Thursday 12:00 - 10:00
<br>Saturday 8:00 - 5:00
<br><br>
#IND
<br><br>
<b>Requirements:</b><br>
<b>Our ideal Call Center Manager will possess:</b><br>
<ul>
<li>Proven experience in a call center supervisory or management role, preferably in healthcare or dental.</li>
<li>Strong leadership and team-building skills with the ability to inspire and hold others accountable.</li>
<li>Excellent organizational, communication, and problem-solving abilities.</li>
<li>Comfort in using discipline when necessary, while maintaining a supportive and constructive tone.</li>
<li>High energy, positive attitude, and ability to thrive in a fast-paced environment.</li>
<li>Familiarity with dental software systems (preferred but not required).</li>
<li>Must be bilingual - Spanish</li>
</ul>
<b>Benefits:</b><br>
<ul>
<li>Competitive salary based on experience</li>
<li>Performance-based bonuses</li>
<li>Paid time off, health benefits, and staff dental perks</li>
<li>Opportunities for growth and professional development</li>
</ul>


Call Center Manager

Fulcrum Pvt Ltd

<p>Fulcrum Pvt. Limited is hiring Sales Professionals on behalf of our client, a top-tier BPO &amp; Contact Center Services provider. If you're a dynamic salesperson with a passion for driving business growth, this role is for you!</p><p>Job Details:</p><p>Position: Call Center Executive</p><p>Location: Karachi (On-site)</p><p>Shift: Rotational</p><p>Key Responsibilities:</p><p>Hunt, identify, and convert high-potential prospects into loyal clients.</p><p>Retain and expand existing accounts while maximizing profitability.</p><p>Build and manage a strong sales funnel using CRM tools (e.g., Salesforce).</p><p>Stay ahead of industry trends to offer tailored BPO/contact center solutions.</p><p>Crush monthly/quarterly sales goals with a hunter&rsquo;s mindset!</p><p>Requirements:</p><p>Bachelor&rsquo;s degree (Business/Marketing preferred).</p><p>1+ years in sales (BPO/contact center experience is a plus).</p><p>Persuasive communicator with strong negotiation skills.</p><p>Proficient in CRM software &amp; MS Office (Excel, PPT).</p><p>Adaptable to rotational shifts in a fast-paced environment. How to Apply?</p><p>Send your resume to aqsa.naeem@fulcrum-pk.com</p><p>Job Type: Full-time</p><p>Work Location: In person</p>

Call Center Executive

Ethics HR

<p><b>Description:</b></p><ul><li>Design and implement contact center solutions, including telephony systems, interactive voice response (IVR), Automatic Call Distributor (ACD), and omnichannel support.</li><li>Configure and integrate contact center applications with CRM systems and other enterprise tools.</li><li>Perform routine maintenance, upgrades, and troubleshooting of contact center infrastructure to ensure continuous operation.</li><li>Respond to and resolve technical incidents and problems related to contact center applications and telephony systems.</li><li>Monitor contact center performance metrics, analyze data, and identify areas for improvement.</li><li>Optimize systems to enhance call routing, reduce wait times, and improve customer experience.</li><li>Implement and maintain security measures for contact center systems, including access controls and compliance with data protection regulations.</li><li>Ensure adherence to industry standards and best practices in contact center operations.</li><li>Collaborate with cross-functional teams to integrate contact center solutions with other IT systems and applications.</li><li>Maintain comprehensive documentation, including system configurations, procedures, and troubleshooting guides.</li><li>Ensure correct adoption of policies and procedures to guarantee that the bank's business is conducted in compliance with Local Laws, Internal rules and regulations, as well as, International Standards.</li><li>Ensure the correct functioning and implementation of the Permanent Supervision system, compliance, operational risk &amp; workplace success guidelines whenever &amp; wherever possible</li></ul><p><b>Requirements:</b></p><ul><li>Bachelor's degree in computer science or a related major from a reputable university (Masters Preferred).</li><li>Relevant certifications (e.g., CCNA, AWS Certified Solutions Architect).</li><li>Minimum 1 - 4 years of experience in a relevant role.</li><li>Proven experience in designing, implementing, and supporting contact center solutions, preferably in a complex enterprise environment.</li><li>Proficiency in telephony systems, IVR configurations, ACD setup, and CRM integration.</li><li>Fluency in English is a must.</li><li>Excellent communication and decision-making skills.</li></ul><p>Job Type: Full-time</p>

Contact Center Lead

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