contact center manager

Emdad By Elm

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   Job Title:
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  Contact Center Operations Manager
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   Location:
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  AlUla, Saudi Arabia
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  <strong>
   Job Description:
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  Lead and manage all contact center operations to ensure the delivery of exceptional, high-quality, and professional customer service. The role focuses on achieving defined operational goals, enhancing efficiency and productivity, and maintaining a structured and effective work environment.
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  Key responsibilities include direct supervision of teams, developing their skills, and motivating them to achieve optimal performance. The role also involves continuously reviewing processes to improve customer experience and implementing best practices.
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  Additionally, the position is responsible for developing operational policies and procedures, ensuring compliance with approved standards, monitoring key performance indicators (KPIs), and analyzing operational data to support strategic decision-making aimed at improving service quality and reducing operational costs.
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  The role requires effective coordination across departments, efficient management of human and technical resources, and the preparation of regular reports for senior management regarding
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  performance, challenges, and improvement opportunities.
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   Qualifications:
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   Minimum of 7 years of experience in customer service and contact center management
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   At least 2 years of proven leadership experience in a managerial role
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   Bachelor&rsquo;s degree in Business Administration, Information Technology, or a related field
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Operations Manager

<p>Get AI-powered advice on this job and more exclusive features.</p><p><b>Job Title:</b> Contact Center Operations Manager</p><p><b>Job Description:</b></p><p>Lead and manage all contact center operations to ensure the delivery of exceptional, high-quality, and professional customer service. The role focuses on achieving defined operational goals, enhancing efficiency and productivity, and maintaining a structured and effective work environment.</p><p>Key responsibilities include direct supervision of teams, developing their skills, and motivating them to achieve optimal performance. The role also involves continuously reviewing processes to improve customer experience and implementing best practices.</p><p>Additionally, the position is responsible for developing operational policies and procedures, ensuring compliance with approved standards, monitoring key performance indicators (KPIs), and analyzing operational data to support strategic decision-making aimed at improving service quality and reducing operational costs.</p><p>The role requires effective coordination across departments, efficient management of human and technical resources, and the preparation of regular reports for senior management regarding performance, challenges, and improvement opportunities.</p><p><b>Qualifications:</b></p><ul><li>Minimum of 7 years of experience in customer service and contact center management</li><li>At least 2 years of proven leadership experience in a managerial role</li><li>Bachelor's degree in Business Administration, Information Technology, or a related field</li></ul> Seniority level <ul><li>Mid-Senior level</li></ul> Employment type <ul><li>Full-time</li></ul> Job function <ul><li>Customer Service</li><li>Management</li><li>Human Resources</li></ul> Industries <ul><li>Telephone Call Centers</li><li>Telecommunications</li><li>Human Resources Services</li></ul><img src="https://www.jobg8.com/Tracking.aspx?vBomb1%2bz1olDssg00ScGrdZYfZpj1g%2bWu" width="0" height="0" />

Piedmont Healthcare

<p></p><div><div><div><h1 class="jobSectionHeader"><b>Manager Patient Connection Center</b></h1>
<p>Description:</p><p><b>
RESPONSIBLE FOR:
</b><br>
Providing leadership and overseeing the daily Patient Connection Center (PCC) pre-service operations, which supports hospital-based or Physician services for Piedmont Healthcare. Functions that report to this position include all centralized pre-service functions (Pre-Registration, Estimate Creation, Coverage Verification, Authorizations, and Patient Liability Collection, and Appointment Scheduling) plus other tangential functions as assigned. <b>Contact Center Experience Required.</b></p><p><b>
*HYBRID SCHEDULE*</b></p>
Qualifications:<p><b>
MINIMUM EDUCATION REQUIRED:</b><br>
Bachelor's Degree</p><p><b>
MINIMUM EXPERIENCE REQUIRED:</b><br>
Five (5) years of Revenue Cycle experience or Contact Center experience. Three (3) years leadership experience.</p><p><b>
MINIMUM LICENSURE/CERTIFICATION REQUIRED BY LAW:</b><br>
None</p><p><b>
ADDITIONAL QUALIFICATIONS:</b><br>
Revenue cycle operational management experience in a multi-hospital and/or employed physician environment preferred. Previous experience using Epic preferred.</p></div><br>
<p></p>
</div><div><div><div><h2 class="jobSectionHeader"><b>Position Information</b></h2>
<div><div><b>LOCATION</b></div>
<div>Atlanta, Georgia</div>
</div><div><div><b>POSTED</b></div>
<div>10/24/2025</div>
</div><div><div><b>TYPE</b></div>
<div>Revenue Cycle</div>
</div><div><div><b>SCHEDULE</b></div>
<div>Full-time</div>
</div><div><div><b>SHIFT</b></div>
<div>Day Job</div>
</div><div><div><b>JOB ID</b></div>
<div>3005211</div></div></div></div></div></div><p></p>

Manager Patient Connection Center

AKY Services Pvt. Ltd

<p><b>Join Leads Expert BPO as a QA Manager &ndash; Call Center (Night Shift)</b><br/><b>Location:</b> Rawalpindi / Islamabad<br/><b>Schedule:</b> Monday &ndash; Friday (Night Shift)<br/><b>Salary:</b> Market Competitive</p><p><b>About the Role</b></p><p>At <b>Leads Expert BPO</b>, quality isn&rsquo;t just what we measure &mdash; it&rsquo;s what we stand for. We&rsquo;re looking for a sharp, analytical, and proactive <b>Quality Assurance (QA) Manager</b> to join our leadership team. In this role, you&rsquo;ll monitor live and recorded calls, evaluate agent performance, and ensure that every interaction aligns with our standards of excellence, professionalism, and compliance. If you&rsquo;re passionate about driving improvement, elevating customer experience, and building a culture of quality &mdash; this role is made for you.</p><p><b>Key Responsibilities</b></p><ul><li>Monitor calls (live and recorded) to assess quality, compliance, and professionalism.</li><li>Ensure adherence to scripts, policies, and performance benchmarks.</li><li>Provide actionable feedback and coaching to agents and team leads.</li><li>Identify recurring issues and collaborate with trainers to close performance gaps.</li><li>Document violations, quality trends, and training needs.</li><li>Prepare and present detailed quality reports for management.</li><li>Recommend process improvements to enhance efficiency and customer satisfaction.</li></ul><p><b>Requirements</b></p><ul><li><b>Bachelor&rsquo;s degree</b> (preferred) or equivalent professional experience.</li><li>Proven experience as a <b>QA Executive, QA Analyst, or similar</b> in a BPO or call center.</li><li>Strong command of English (listening, comprehension, and communication).</li><li>Excellent analytical and attention-to-detail skills.</li><li>Ability to deliver constructive feedback and motivate teams toward excellence.</li><li>Solid understanding of call center KPIs, compliance rules, and quality frameworks.</li></ul><p><b>What We Offer</b></p><ul><li>Market-competitive salary package.</li><li>Leadership and career growth opportunities.</li><li>Supportive, collaborative, and professional environment.</li><li>The chance to shape quality standards and drive customer satisfaction at scale.</li></ul><p><b>How to Apply</b></p><p><b>HR Contact:</b> 0333-9739861</p><p>At <b>Leads Expert BPO</b>, we believe <b>quality is the heartbeat of success</b>. Join us as a <b>QA Manager</b> and help us raise the bar for customer experience&mdash;one call at a time.</p><p>Job Type: Full-time</p><p>Pay: Rs45,000.00 - Rs65,000.00 per month</p><p>Experience:</p><ul><li>Call Center: 1 year (Preferred)</li><li>Call Center QA: 1 year (Preferred)</li></ul><p>Location:</p><ul><li>Rawalpindi (Preferred)</li></ul><p>Work Location: In person</p>

Call Center QA Manager

Tabby

<div><h3 class="jobSectionHeader"><b>Description</b></h3><div><br>
We are seeking a <b>Partner Support Operations Manager</b> to lead our contact center operations in Egypt. The role ensures smooth daily operations, achieves key performance metrics, and delivers exceptional partner experiences.</div><div>
You will manage a team of Team Leaders and agents, drive operational excellence, and work closely with the Head of Partner Support Operations to implement strategies that enhance performance, efficiency, and partner satisfaction.</div><div><br>
</div><br>
<h3 class="jobSectionHeader"><b>Key Responsibilities</b></h3><br>
<ul>
<li>
<b>Lead and manage</b> a team of Partner Support Team Leaders and agents, fostering a high-performance, results-driven culture.<br>
</li><li><b>Oversee daily operations</b> across all communication channels (calls, emails, and live chat) to ensure service levels and KPIs are consistently met.<br>
</li><li><b>Monitor and analyze performance metrics</b>, including productivity, full resolution time, and customer satisfaction (CSAT), and take proactive steps to improve results.<br>
</li><li><b>Collaborate cross-functionally</b> with internal departments (Training, Quality, Product, and Technology) to ensure a seamless partner experience.<br>
</li><li><b>Develop and implement process improvements</b> to enhance operational efficiency and partner satisfaction.<br>
</li><li><b>Drive coaching and development initiatives</b> for Team Leaders and agents to ensure continuous skill growth and engagement.<br>
</li><li><b>Support workforce management</b> activities, including scheduling, staffing, and resource planning, to meet partner demand and maintain optimal service levels.<br>
</li><li><b>Ensure compliance</b> with internal policies, company standards, and local regulations.<br>
</li><li><b>Handle escalations</b> and complex partner issues promptly and professionally, ensuring satisfactory resolution.<br>
</li><li><b>Leverage contact center technology and analytics tools</b> (e.g., Tableau, Looker, Metabase) for data-driven decision-making and performance insights.<br>
</li><li><b>Stay current on industry trends and best practices</b>, introducing innovative ideas to improve partner engagement and operational outcomes.<br>
</li><li><b>Report regularly</b> to senior management on performance results, key insights, and improvement plans.</li></ul><br>
<h3 class="jobSectionHeader"><b>
Skills, Knowledge &amp; Expertise</b></h3><br>
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<li>
<b>Bachelor&rsquo;s degree</b> in Business Administration, Operations Management, Customer Service, or a related field.<br>
</li><li><b>7&ndash;9 years of experience</b> in <b>contact center operations</b>, including <b>3&ndash;5 years in a leadership role</b> (Team Leader, Senior Team Leader, or (preferably) Operations Manager).<br>
</li><li>Strong understanding of <b>customer service excellence</b>, <b>contact center performance management</b>, and <b>customer experience best practices</b>.<br>
</li><li>Proven record of achieving <b>KPI targets</b> such as CSAT, productivity, and resolution time.<br>
</li><li>Excellent <b>leadership, coaching, and people management</b> skills with the ability to inspire and develop teams.<br>
</li><li>Proficient in <b>English and Arabic</b> (written and verbal).<br>
</li><li>Hands-on experience with <b>CRM systems</b> and <b>data analytics platforms</b> (Tableau, Looker, Metabase, or similar).<br>
</li><li>Strong <b>analytical and problem-solving skills</b>, with a partner-first approach.<br>
</li><li>Understanding of <b>local regulations</b> and <b>cultural dynamics</b> relevant to customer interactions in Egypt and the wider Middle East.<br>
</li><li><b>Adaptable and proactive</b>, able to thrive in a fast-paced, evolving environment.</li></ul><div></div><h3 class="jobSectionHeader"><b><br>
Job Benefits</b></h3><br>
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<li>
Competitive <b>salary</b> and <b>performance-based bonuses</b>.<br>
</li><li><b>Comprehensive benefits package</b> (medical, social insurance, etc.).<br>
</li><li><b>Professional development and training</b> opportunities.<br>
</li><li>Clear <b>career growth path</b> toward senior operational or regional leadership roles.<br>
</li><li>Work in a <b>collaborative, innovative, and multicultural environment</b>.</li></ul><br>
<h3 class="jobSectionHeader"><b>
About Tabby</b></h3><div>
Tabby creates financial freedom in the way people shop, earn and save, by reshaping their relationship with 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 32,000 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 has generated over $7 billion in transaction volume for its partner brands and has the highest rated, most reviewed, largest and fastest growing app of any fintech in the GCC region.<br>
<br>
Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.</div></div>

Partner Support Operations Manager II

Concentrix

Operations Manager - Contact Center - Real Estate ( Bilingual- English/ Arabic) <p>Apply Now<p>Job Title:</p>Operations Manager - Contact Center - Real Estate ( Bilingual- English/ Arabic)<p>Job Description</p>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. Essential Functions/Core Responsibilities <p>• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed</p><p>• Maximize revenue generation to reach long and short term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)</p><p>• Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements</p><p>• Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)</p><p>• Create and maximize relationships with client partners</p><p>• 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</p><p>• Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching</p><p>• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner</p><p>• 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</p><p>• 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</p><p>• Attend business reviews with the client</p><p>• Handle a team of team leaders</p> Candidate Profile <p>• Bachelor Degree in related field with more than 3 years of experience.</p><p>• Call center experience within real estate sector preferred</p><p>• Bilingual English (B2 + level ) and Arabic speaker .</p><p>• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal</p><p>• Work well under pressure and follow through on items to completion while maintaining professional demeanor</p><p>• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates</p><p>• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment</p><p>• Demonstrated ability to mentor, coach and provide direction to a team of employees</p><p>• Willingness to work a flexible schedule</p> Career Framework Role <p>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.</p> Disclaimer <p>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.</p><p>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.</p><p>Location:</p>ARE Dubai - Property# BCB2 515, Dubai CommerCity<p>Language Requirements:</p><p>Time Type:</p><p><b>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</b></p>Apply Now</p><img src="https://www.jobg8.com/Tracking.aspx?9aHZvzrW%2fNXecwNaBIDEx7DvDmLlxbKza" width="0" height="0" />

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

Poonawalla Fincorp

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  The Unit Manager - Virtual Sales is responsible for leading and managing a team of sales to achieve sales targets, drive revenue growth, and ensure excellent customer service. This role involves strategizing, monitoring performance, coaching the team, and ensuring alignment with the organization&rsquo;s sales goals.
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   To manage the operations of Contact Center Unit
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   To control shrinkage and attrition of sales team
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   Team Lead needs to monitor calls and provide regular coaching and mentoring to sales associates and track low performers in team.
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   Need to ensure CMS reports related to team staffing, AHT etc are maintained.
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   Track AUX adherence and ensure discipline is maintained within the team.
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   Drive sales and ensure achieving the same
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    Month on Month.
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   Identifying training requirements within the team and getting the training conducted
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   To work on overall team development
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Unit Manager

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

Unit Manager