contact center manager

Quincy Credit Union

<div>Description:

 The Contact Center Manager is responsible for leading and managing the Credit Union&rsquo;s Contact Center as a member-focused digital branch. This role ensures members and prospective members receive prompt, accurate, and courteous service across all contact channels while reinforcing the Credit Union&rsquo;s mission, values, and commitment to exceptional member service.
The Contact Center Manager drives service excellence, operational efficiency, employee development, and member relationship growth while supporting the Credit Union&rsquo;s strategic goals and member experience initiatives. This role requires onsite presence to support staff, operations, and member service needs.
Key Responsibilities<ul><li>
Foster a strong, member-centric service culture by setting clear service standards and coaching staff in service excellence, relationship building, and needs-based conversations across all contact center channels.</li><li>
Lead contact center staffing by recruiting, onboarding, training, scheduling, and developing employees to meet service and operational goals, while driving engagement, accountability, and performance.</li><li>
Oversee contact center systems and digital communication channels in partnership with IT, Digital Banking, and vendors to improve efficiency, security, self-service, and the overall member experience.</li><li>
Monitor performance metrics and member feedback to identify trends, improve workflows, and implement process enhancements that support operational effectiveness.</li><li>
Resolve escalated or complex member issues with sound judgment while ensuring compliance with Credit Union policies, procedures, and regulatory requirements.</li></ul>
Requirements:

 Experience 
Three to five years of progressive experience in contact center, branch operations, or member service leadership. Credit union or financial services experience preferred.
Education 
Associate degree required; bachelor&rsquo;s degree preferred. An equivalent combination of education, training, certifications, and relevant experience may be considered.
QCU is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by applicable law.</div>

Contact Center Manager

Nissan Motor Corporation

<div>
 Job Title Section Manager - Regional Customer Contact Center
 
 
 Department Customer Excellence - (CQ)
 
 
 Function Section Manager RCCC
 
 
 Legal Entity NMEF
 
 
 Location Dubai, UAE
 
 
 Level EVP - 7
 
 
 Direct Manager DGM - Customer Quality
 
 
 Manager's Manager DGM - Customer Quality
 
 
 Functional Reporting GM - Customer Excellence
 
 
 
 Mission &amp; Main Objectives
 
 
 
 <ul>
 <li>
 Supervise outsourced team of Regional Customer Contact Center (RCCC) agents and agency to support delivery of seamless customer experience for NISSAN and INFINITI customers
 </li>
 <li>
 Ensuring resolution of customer concerns following defined NMEF - NSC comnplaints management and escalation processes;
 </li>
 <li>
 Track, escalate and manage Connected Car Services (CCS) complaints and issues
 </li>
 <li>
 Problem solving resource and support in coordination with related NMEF / I-ME and NSC functions
 </li>
 <li>
 Support Voice of Customer issues such as tracking and resolution of Hot Alert Cases
 </li>
 <li>
 Develop, update agent scripts / messages to conform with relevant customer communications directive from NISSAN and INFINITI
 </li>
 <li>
 Relay related customer inquiries to respective RBU's / NSC in case of out of region inquiries; and to respective NMEF functions such as Sales, Aftersales, and other business opportunity related inquries
 </li>
 <li>
 Monitor and deliver (if necessary) brand, product, and process related training for RCCC agents
 
 
 </li>
 </ul>
 
 Main tasks and responsibilities
 
 (Scope : tasks related to both NISSAN and INFINITI)
 
 
 <ul>
 <li>
 Design and manage the complaints management and escalation process internally and across the NSCs
 </li>
 <li>
 Manage the RCCC team performance and daily operations, headcount planning and scheduling, achievement of related KPIS and reports; manage agent training needs;
 </li>
 <li>
 Managing RCCC agent operation Quality such as agent suc as team leader daily performance, priorities, validate quality reports and listening to agent calls, keep track fo daily received cases; and manage agent and NSC queries
 </li>
 <li>
 Prepare management reports relative to call center performance and operational improvements
 </li>
 <li>
 Design, manage and submit various performance reports explaining the results of all customer requests / complaints handled in relation to the agreed KPI for each market.
 </li>
 <li>
 Lead the call center agents for cross-functional support from various departments involved in the problem resolution process
 </li>
 <li>
 Administer Sales Force utilization for RCCC which indclude creation of reporting templates, managing users, system training, process mapping, dashboard creation and report generation
 </li>
 <li>
 Monitor QVOC tool for hot alerts and pending cases
 </li>
 <li>
 Keep track and update RCCC knowledge files for reference
 </li>
 <li>
 Handle and support all related CCS cases, escalate as required through the prescribed CCS escalation channel, generate CCS related reports, and attend regular meetings with SDSM and related functions involved with CCS
 </li>
 <li>
 Attend Regional calls to identify best ideas to enhance RCCC operational performance
 </li>
 <li>
 Implement new technology tools, processes, or workflows to enhance efficiency and customer experience
 
 
 </li>
 </ul>
 
 Country Specifics
 
 
 
 NISSAN : NMEF markets
 
 
 INFINITI : I-ME Markets
 
 
 
 KPIs
 
 
 
 <ul>
 <li>
 Case resolution
 </li>
 <li>
 Case closure
 </li>
 <li>
 Hot alert closure
 </li>
 <li>
 Case closure satisfaction
 
 
 </li>
 </ul>
 
 Background &amp; Skills Required
 
 
 
 
 Background &amp; Experience (years)
 
 
 
 S
 
 pecific technical skills
 
 
 
 <ul>
 <li>
 Automotive, Call Center Operations or CRM background;
 </li>
 <li>
 Arabic speaker;
 </li>
 <li>
 Leadership experience in previous role and advantage
 </li>
 <li>
 Competency in various software applications (Salesforce, excel, ppt)
 
 
 </li>
 </ul>
 
 Behavioural Competencies Required
 
 
 
 <ul>
 <li>
 Emphathetical and Customer service oriented
 </li>
 <li>
 Able to work with multiple cross functional team
 </li>
 <li>
 Team Management
 </li>
 <li>
 Results driven
 
 
 </li>
 </ul>
 Dubai United Arab Emirates
</div>

Section Manager - Regional Customer Contact Center

Nissan

<div>Job Title Section Manager - Regional Customer Contact Center 
 
Department Customer Excellence - (CQ) 
 
Function Section Manager RCCC 
 
Legal Entity NMEF 
 
Location Dubai, UAE 
 
Level EVP - 7 
 
Direct Manager DGM - Customer Quality 
 
Manager's Manager DGM - Customer Quality 
 
Functional Reporting GM - Customer Excellence 
 
Mission &amp; Main Objectives 
<ul><li>
Supervise outsourced team of Regional Customer Contact Center (RCCC) agents and agency to support delivery of seamless customer experience for NISSAN and INFINITI customers</li><li>
Ensuring resolution of customer concerns following defined NMEF - NSC comnplaints management and escalation processes;</li><li>
Track, escalate and manage Connected Car Services (CCS) complaints and issues</li><li>
Problem solving resource and support in coordination with related NMEF / I-ME and NSC functions</li><li>
Support Voice of Customer issues such as tracking and resolution of Hot Alert Cases</li><li>
Develop, update agent scripts / messages to conform with relevant customer communications directive from NISSAN and INFINITI</li><li>
Relay related customer inquiries to respective RBU's / NSC in case of out of region inquiries; and to respective NMEF functions such as Sales, Aftersales, and other business opportunity related inquries</li><li>
Monitor and deliver (if necessary) brand, product, and process related training for RCCC agents</li></ul> 

Main tasks and responsibilities (Scope : tasks related to both NISSAN and INFINITI) 
<ul><li>
Design and manage the complaints management and escalation process internally and across the NSCs</li><li>
Manage the RCCC team performance and daily operations, headcount planning and scheduling, achievement of related KPIS and reports; manage agent training needs;</li><li>
Managing RCCC agent operation Quality such as agent suc as team leader daily performance, priorities, validate quality reports and listening to agent calls, keep track fo daily received cases; and manage agent and NSC queries</li><li>
Prepare management reports relative to call center performance and operational improvements</li><li>
Design, manage and submit various performance reports explaining the results of all customer requests / complaints handled in relation to the agreed KPI for each market.</li><li>
Lead the call center agents for cross-functional support from various departments involved in the problem resolution process</li><li>
Administer Sales Force utilization for RCCC which indclude creation of reporting templates, managing users, system training, process mapping, dashboard creation and report generation</li><li>
Monitor QVOC tool for hot alerts and pending cases</li><li>
Keep track and update RCCC knowledge files for reference</li><li>
Handle and support all related CCS cases, escalate as required through the prescribed CCS escalation channel, generate CCS related reports, and attend regular meetings with SDSM and related functions involved with CCS</li><li>
Attend Regional calls to identify best ideas to enhance RCCC operational performance</li><li>
Implement new technology tools, processes, or workflows to enhance efficiency and customer experience</li></ul> 

Country Specifics
 
 
NISSAN : NMEF markets 
 
INFINITI : I-ME Markets 
 
KPIs 
<ul><li>
Case resolution</li><li>
Case closure</li><li>
Hot alert closure</li><li>
Case closure satisfaction</li></ul> 

BACKGROUND &amp; SKILLS REQUIRED 
 
Background &amp; Experience (years) 
 
Specific technical skills 
<ul><li>
Automotive, Call Center Operations or CRM background;</li><li>
Arabic speaker;</li><li>
Leadership experience in previous role and advantage</li><li>
Competency in various software applications (Salesforce, excel, ppt)</li></ul> 

Behavioural Competencies Required
 
<ul><li>Emphathetical and Customer service oriented</li><li>
Able to work with multiple cross functional team</li><li>
Team Management</li><li>
Results driven</li></ul> 
Dubai United Arab Emirates</div>

Sheraton Grand Hotel, Dubai

<div>
 
 
 POSITION PURPOSE
 
 
 
 Based on Sheraton Brand Standards:
 
 <ul>
 <li>
 To ensure a high level of Product Knowledge among Guest Contact Center team.
 </li>
 <li>
 Supervise all Guest Contact Center team&rsquo;s performance.
 </li>
 <li>
 Handling all normal duties related to the Guest Contact Center department and Empower guest experience program in line with Sheraton Brand Standards.
 </li>
 <li>
 To develop a thorough knowledge of the Front Office department&rsquo;s operation and to work close with the other departments of the Hotel.
 </li>
 <li>
 Ensure that all related tasks assigned to Guest Contact Center are accurately and efficiently performed.
 </li>
 <li>
 Act proactively to solve guest&rsquo;s complaints, issues and/or defects.
 </li>
 <li>
 Keep the Guest Contact Center equipment (switchboards, faxes, photocopier, let&rsquo;schat phone, satellite phone etc.) in excellent functional condition at all times.
 </li>
 <li>
 Monitor, Control and ensure consistent proper communication of emergency situations to the hotel department heads.
 </li>
 </ul>
 
 
 
 
 ESSENTIAL FUNCTIONS
 
 <ul>
 <li>
 Ensure that services provided are in harmony with our Sheraton &amp; Marriott core values, complying with hospitality brand standards.
 </li>
 <li>
 Ensure that our guests receive an on brand personalized experience over the phone, Let&rsquo;schat and GXP chat.
 </li>
 <li>
 Acknowledge and recognize loyal members and deliver the appropriate welcome over the phone Let&rsquo;schat and GXP chat.
 </li>
 <li>
 Ensure strict compliance with Sheraton Brand Standards in all related tasks and duties achieving 90% or above in the QA &amp; Forbes &amp; Let&rsquo;schat and IFH inspection.
 </li>
 <li>
 Live the Sheraton Brand Differentiators (Sheraton Signature sleep Experience, Sheraton Fitness, Paired, and Sheraton Club).
 </li>
 <li>
 100% daily usage of the Guest planning screen report to deliver global personalized service successfully to our guests.
 </li>
 <li>
 Ensure strong knowledge of: (knowledge test results to reach 90% or above)
 </li>
 </ul>
 
 Loyalty Membership guest tiers and benefits
 
 
 Check out for children program.
 
 
 Make a green choice program and maintain a proper tracking and issuing guests&rsquo; vouchers.
 
 <ul>
 <li>
 Ensure smooth and clear communication between Guest Contact Center and the rest of the hotel.
 </li>
 <li>
 Maintain and share monthly updated extensions list.
 </li>
 <li>
 Ensure compliance with PCI policies.
 </li>
 <li>
 Ensure that guests&rsquo; requests are fulfilled and closed in GXP within 15 minutes as average response time.
 </li>
 <li>
 Ensure guests&rsquo; Negative cases are closed in GXP within 15 minutes from the time the complaint was received while ensuring that guests are appropriately compensated and guests are satisfied.
 </li>
 <li>
 Use GXP to update guests&rsquo; profiles with service requests, Negative cases, preferences and any other comments/information acquired during stay.
 </li>
 <li>
 Monitor GuestVoice WhatsApp group :
 </li>
 </ul>
 
 Update the accurate associate group members
 
 
 Ensure all guests negative cases updated on GXP and issues are efficiently solved and guests are satisfied.
 
 <ul>
 <li>
 Be aware of the hotel Fire and Emergency procedures, ensure to achieve 100% in sera audit.
 </li>
 <li>
 Monitor emergency channels (emergency line, fire alarm Messages) and update emergency team.
 </li>
 <li>
 Ensure desk is at all times equipped with functional equipment and stocked with enough stationary and collateral, forms and order them in a timely manner.
 </li>
 <li>
 Trouble Shoot and/or assist guests with internet issues.
 </li>
 <li>
 To have a very strong knowledge about hotel features, facilities, services and daily happenings&rsquo;.
 </li>
 <li>
 Conduct the emergency response audit to other hotel associate following product knowledge calendar.
 </li>
 <li>
 To handle the associate hotline whenever human resources are not available.
 </li>
 <li>
 To handle hotel main email address and to dispatch the emails to concerned departments in timely manner.
 </li>
 <li>
 To maintain the Guest Contact Center area clean and tidy and report and potential hazard.
 </li>
 <li>
 To keep his/her equipment in a good condition.
 </li>
 <li>
 To answer all incoming calls within 3 rings using Sheraton Brand Standards script.
 </li>
 <li>
 To handle calls transfers according to the Sheraton Brand Standards.
 </li>
 <li>
 To maintain an accurate wakeup call sheet and to handle wake up calls with efficiency and according to the Sheraton Brand Standards.
 </li>
 <li>
 To handle incoming and outgoing faxes according to the Sheraton Brand Standards.
 </li>
 <li>
 To ensure PCI compliance
 </li>
 <li>
 Assist the hotel revenue by selling the hotel rooms and outlets by taking the overflow calls whenever rooms, F&amp;B reservation and sales associates not available by taking message and arrange a call back.
 </li>
 <li>
 Have sufficient information about local surrounding areas to able to provide guests with choices and/or alternatives when requesting for assistance.
 </li>
 <li>
 Build positive, effective and on brand relationships with internal and external customers.
 </li>
 <li>
 Actively participate in the hotel sustainability, community and OI activities.
 </li>
 <li>
 Ensure proper grooming of his/her associates at all times as per hotel guidelines
 </li>
 <li>
 Ensure effective and efficient communication within the department and with the other hotel departments.
 </li>
 </ul>
 
 
 
 
 
 SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES
 
 
 <ul>
 <li>
 Computer Skills
 </li>
 <li>
 Opera knowledge
 </li>
 <li>
 GXP knowledge
 </li>
 <li>
 Team work spirit
 </li>
 <li>
 Excellent command of English
 </li>
 <li>
 Additional language will be an advantage
 </li>
 <li>
 Excellent communication and follow up skills
 </li>
 <li>
 Prompt and caring with guest services experience
 </li>
 <li>
 Honesty, integrity and dependability
 </li>
 </ul>
 
 
 
 
 
 QUALIFICATION STANDARDS
 
 
 
 We do expect that you do have the experiences/ behaviors below. You:
 
 <ul>
 <li>
 Totally embrace the philosophy of guest and customer service and owns the guests;
 </li>
 <li>
 Identify yourself with the hotel&rsquo;s brand and operating philosophy;
 </li>
 <li>
 Possess a warm and friendly demeanor;
 </li>
 <li>
 Strive to achieve satisfaction and delight of our customers;
 </li>
 <li>
 Are detail oriented;
 </li>
 <li>
 Thrive on pride of work and its product;
 </li>
 <li>
 Play as a team to achieve common goals;
 </li>
 <li>
 Have immaculate personal presentation e.g. grooming and conversational ability;
 </li>
 <li>
 Demonstrate self-confidence, energy and enthusiasm;
 </li>
 <li>
 Have a strong ability to learn skills, retain and demonstrate learning;
 </li>
 <li>
 Uphold ethical business practices.
 </li>
 </ul>
 
 
 
 
 
 EDUCATION
 
 
 
 Bachelor degree required.
 
 
 
 
 
 
 PSYCHICAL CONDITION REQUIRED FOR YOUR ROLE
 
 
 
 Ability to sit and focus for long hours.
 
 
 
</div>

Guest Contact Center, Supervisor

Sukoon Insurance

<div>
 
 
 Job Summary:
 
 
 <ul>
 <li>
 Efficiently lead the Contact Centre&rsquo;s team to continuously improve Customer Service &amp; Production through consistent delivery of superior customer experience.
 </li>
 <li>
 Support the Contact Centre Head in ensuring adherence to Contact Center Service Standards / SOP&rsquo;s and Department Objectives.
 </li>
 </ul>
 
 
 
 
 
 Job Accountabilities:
 
 
 <ul>
 <li>
 Lead the call centre by developing, implementing and reviewing call centre processes for inbound and outbound operations and related responsibilities and tasks;
 </li>
 <li>
 Drive customer satisfaction by ensuring timely resolution of customer queries and complaints, building relations and gaining credibility, through continuous monitoring of call centre KPIS;
 </li>
 <li>
 Training &amp; Coaching: Maintaining high product knowledge level for all team members resulting is efficient call handling , sales and conversion ratio .
 </li>
 <li>
 Updating team members on Process changes, new product release &amp; system changes.
 </li>
 <li>
 Ensure consistency in adherence to the call centre guidelines, underwriting guidelines and operational procedures;
 </li>
 <li>
 Accountable for direct sales in the consumer lines of business;
 </li>
 <li>
 Ensure consistency in adherence to the call centre guidelines, underwriting guidelines and operational procedures;
 </li>
 <li>
 Quality Scores : Maintaining high call quality standards through daily guidance , buddy training &amp; calls monitoring.
 </li>
 <li>
 Set and measure performance targets for speed, efficiency, sales and quality;
 </li>
 <li>
 Manage the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations;
 </li>
 <li>
 Set and measure performance targets for speed, efficiency, sales and quality;
 </li>
 <li>
 Monitor random calls to improve quality, minimize errors and track call center agent performance;
 </li>
 <li>
 Organize staffing, including shift patterns and the number of staff required to meet demand;
 </li>
 <li>
 Forecast and analyze data against budget figures on a weekly and/or monthly basis;
 </li>
 <li>
 Manage the complaint management function and ensure adherence to all DHA/HADD laws on complaint handling.
 </li>
 <li>
 Support team development through periodic review, mentoring, counseling, and feedback.
 </li>
 </ul>
 
 
 
 
 
 Key Performance Indicators (KPIs):
 
 
 <ul>
 <li>
 CC abandoned rate
 </li>
 <li>
 GPW production
 </li>
 <li>
 Team&rsquo;s Product knowledge
 </li>
 <li>
 GPW Production
 </li>
 <li>
 Team&rsquo;s Quality scores
 </li>
 <li>
 Service Excellency &amp; Complaint Management
 </li>
 <li>
 Team&rsquo;s Data Capture &amp; Accuracy
 </li>
 <li>
 MIS &amp; Reporting
 </li>
 <li>
 Initiative
 </li>
 </ul>
 
 
 
 
 
 Skills Required:
 
 
 <ul>
 <li>
 Proven experience as call center manager or similar position.
 </li>
 <li>
 Knowledge of performance evaluation and customer service metrics .
 </li>
 <li>
 Solid understanding of reporting and budgeting procedures.
 </li>
 <li>
 Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.).
 </li>
 <li>
 Proficient in MS Office and call center equipment/software programs.
 </li>
 <li>
 Outstanding communication and interpersonal skills.
 </li>
 <li>
 Excellent organizational and leadership skills with a problem-solving ability.
 </li>
 <li>
 Positive and patient.
 </li>
 <li>
 Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.
 </li>
 </ul>
 
 
 
 
 
 Education, Experience and Formal/Professional Qualifications:
 
 
 <ul>
 <li>
 Graduate of any bachelor&rsquo;s degree
 </li>
 <li>
 5 years experience in Insurance / Finance industry
 </li>
 <li>
 5 years experience in Call Center /Customer service team lead role
 </li>
 </ul>
 
 
</div>

Manager, Call Centre

Alba Corporation

We are looking for a Call Center Manager to oversee the daily operations of our customer service team and ensure service excellence across all touchpoints. Your mission will be to drive team performance, ensure KPIs are met, and maintain a high standard of customer interaction and satisfaction. The ideal candidate is a professional with proven experience in managing contact center teams, resolving escalations, and motivating staff. You should be results-oriented, highly organized, and a natural communicator who thrives in fast-paced, customer-driven environments. If you're ready to lead by example and deliver exceptional customer support outcomes&mdash;read on. Key Responsibilities Core Functions Supervise day-to-day call center operations, ensuring service level agreements (SLAs) and quality standards are consistently met. Monitor call queues, handle escalated issues, and step in to support agents when necessary. Conduct regular performance evaluations and coach team members for continuous improvement. Analyze call center metrics to identify trends and implement process enhancements. Collaboration &amp; Communication Serve as the communication bridge between frontline agents and senior management. Coordinate with other departments (e.g., IT, sales, logistics) to resolve customer issues efficiently. Lead daily team briefings and encourage open dialogue for feedback and idea sharing. Foster a positive, team-oriented culture focused on accountability and growth. Performance &amp; Reporting Track and report on KPIs including average handling time, customer satisfaction, and first-call resolution. Develop and execute action plans to improve underperforming metrics. Maintain accurate documentation of team activities, call outcomes, and training records. Provide strategic input on improving customer engagement and operational efficiency. Requirements: 3&ndash;5 years of experience in a call center environment, with at least 1 year in a supervisory role. Fluency in both Arabic and English. Strong leadership and conflict resolution skills. Proficiency in call center software and CRM platforms (e.g., Zendesk, Freshdesk, Genesys). Exceptional communication and coaching abilities. Ability to analyze data and make decisions based on insights. Bachelor&rsquo;s degree preferred; relevant certifications are a plus. Salary &amp; Benefits: Competitive Salary: 8,000 &ndash; 20,000 AED/month Work Visa sponsorship Medical insurance 30 days of paid annual leave Ongoing training and professional development Supportive team culture with performance recognition programs Work Arrangement: Type: Full-time, on-site position Note: Remote or hybrid work is not available. Candidates must be based in or willing to relocate to the UAE. Why Join Us? Lead a dynamic and motivated team in a fast-paced environment Gain exposure to operational strategy and customer experience innovation Be part of a stable company with growth opportunities Work in a bilingual, multicultural environment that values excellence Organized and efficient? Step into a role where your structure powers our success. Apply now!

Call Center Manager

Tabby | تابي

<div>
 
 Department:
 
 Customer Support Ops
 
 
 
 Employment Type:
 
 Full Time
 
 
 
 Location:
 
 KSA
 
 
 
 Reporting To:
 
 Romans Solovjovs
 
 
 
 Compensation:
 
 ر.س17,500 - ر.س22,500 / month
 
 
 
 Description
 
 
 
 
 Tabby
 
 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.
 
 
 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.
 
 
 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.
 
 
 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.
 
 
 We are looking for a
 
 high-impact Operations Manager
 
 to drive excellence in our customer service operations in KSA. This role is
 
 critical
 
 to ensuring seamless, high-performance contact center operations while delivering an exceptional customer experience.
 
 
 As a
 
 strategic leader
 
 , you will work alongside the Head of the Contact Center to implement
 
 scalable
 
 service strategies, optimize workflows, and enhance operational efficiency. You will be instrumental in achieving
 
 key performance metrics
 
 and setting new standards for customer satisfaction.
 
 
 Key Responsibilities
 
 
 <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.
 
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 5&ndash;7 years of experience in customer service, including at least 2 years as an Operations Manager overseeing inbound teams and driving performance improvements.
 </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

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