Call Center Manager

Confidential; Riyadh; On-site; SAR 240,000 - 420,000; Full time

Job summary

Confidential is seeking a seasoned Call Center Manager to lead our customer experience operations across multiple channels. The role oversees workforce planning, coaching of supervisors, performance management, and budgeting to achieve service levels and high CSAT/NPS scores.

Ideal candidates have 8–10 years in customer service or call center operations, with 4–5 years in management, experience managing large teams (100+), and familiarity with multi-channel contact centers.

Qualifications

• Bachelor's degree in business/related field required.
• MBA preferred or equivalent advanced degree.

Responsibilities

• Lead daily call center operations and ensure service levels.
• Oversee workforce planning, scheduling, and staffing.
• Monitor KPIs, CSAT, and NPS; identify improvement initiatives.
• Coach supervisors and develop call center staff.
• Coordinate with IT and CRM systems; manage budgets.
• Drive customer experience and continuous service improvements.

Skills

Leadership

Operations management

Workforce planning

KPI management

Customer experience

Budgeting

CRM systems

Education

Bachelor's Degree in Business Administration/related field

Master's Degree (MBA) preferred

Tools

CRM software

Call Center platforms

Job description

Department: Customer Experience / Operations

Reports To: Customer Experience Director / Operations Director

Location: As Assigned

Job Summary

The Call Center Manager is responsible for leading and managing all call center operations to ensure exceptional customer service, operational efficiency, and achievement of service level targets. This role oversees workforce planning, performance management, quality assurance, customer satisfaction, budgeting, and continuous improvement initiatives while leading a team of supervisors, team leaders, and customer service representatives.

Key Responsibilities

Operations Management

• Lead the daily operations of the call center.
• Ensure service levels and operational KPIs are consistently achieved.
• Develop operational plans to improve productivity and customer satisfaction.
• Monitor real-time performance and staffing requirements.
• Manage inbound, outbound, email, chat, and social media support channels where applicable.
• Lead, coach, and develop Call Center Supervisors and Team Leaders.
• Conduct regular performance evaluations.
• Develop succession plans for key positions.
• Foster a high-performance and customer-focused culture.
• Identify training needs and support employee development.

Customer Experience

• Ensure excellent customer service standards are maintained.
• Improve Customer Satisfaction (CSAT) and Net Promoter Score (NPS).
• Monitor customer feedback and implement improvement initiatives.

Workforce Management

• Collaborate with Workforce Management teams to optimize staffing.
• Approve shift schedules and resource allocation.
• Monitor absenteeism, occupancy, and adherence.

Performance Management

• Monitor team productivity and quality.
• Review daily, weekly, and monthly KPIs.
• Develop action plans to address performance gaps.
• Conduct regular operational review meetings.

Reporting & Analytics

• Prepare operational performance reports.
• Analyze call volumes and customer trends.
• Present performance dashboards to senior management.
• Manage the call center operating budget.
• Control overtime and staffing costs.
• Optimize operational efficiency while maintaining service quality.
• Participate in annual budget planning.
• Ensure effective use of CRM and Call Center systems.
• Support implementation of new technologies.
• Coordinate with IT on system upgrades and issue resolution.
• Monitor system availability and business continuity.

Qualifications

• Bachelor's Degree in Business Administration, Management, Customer Service, Communications, or related field.
• Master's Degree (MBA) is preferred.

Professional Certifications (Preferred)

• COPC Certification
• PMP
• Customer Experience (CX) Certification
• Contact Center Management Certification

Experience

• 8-10 years of experience in Customer Service or Call Center Operations.
• Minimum 4-5 years in a managerial role.
• Experience managing large call center teams (100+ agents preferred).
• Experience with multi-channel contact centers.
• Experience in service industries, logistics, telecommunications, banking, healthcare, or retail is preferred.