Call Center Manager

2P Perfect Presentation; Saudi Arabia; On-site; SAR 60,000 - 100,000; Full time

Job summary

An established industry player is looking for a dynamic Call Center Manager to lead operations in Jiddah. This role involves overseeing a team, ensuring high customer satisfaction, and implementing quality assurance processes. The ideal candidate will have a strong background in call center management, with a focus on data analysis and performance reporting. You'll develop strategies to improve service quality and efficiency while fostering a positive work environment. If you're passionate about driving results and leading teams, this is an exciting opportunity to make a significant impact.

Qualifications

• 6+ years of experience in managing call center projects.
• Fluent in Arabic and English with excellent communication skills.

Responsibilities

• Lead and manage day-to-day operations of the call center.
• Develop strategies to enhance service quality and operational efficiency.

Skills

Customer Service Management

Quality Assurance

Analytical Skills

Team Management

Communication Skills

Education

Bachelor's degree in Business Administration

Bachelor's degree in Communication

Job description

We are seeking a highly experienced and dynamic Call Center Manager to lead our call center operations in Jiddah. The ideal candidate will possess a strong background in managing call center projects, ensuring the delivery of excellent customer service, and implementing quality assurance processes. You will be responsible for overseeing performance metrics, preparing detailed reports, and driving improvements to achieve business goals.

Key Responsibilities:

• Lead and manage day-to-day operations of the call center, ensuring high levels of customer satisfaction.
• Develop and implement strategies to enhance service quality and operational efficiency.
• Oversee quality assurance services to ensure compliance with standards.
• Prepare performance reports, analyze data, and follow up on key metrics to track progress and productivity.
• Conduct regular training and coaching sessions for team members to improve skills and knowledge.
• Collaborate with other departments to align call center objectives with overall business goals.
• Manage a team of call center agents, providing support and guidance to foster a positive work environment.

Qualification:

• Bachelor's degree in business administration, Communication, or a related field.
• Minimum of 6 years of experience in managing call center projects.
• Fluent in both Arabic and English, with excellent communication skills.
• Demonstrated experience in quality assurance services and processes.
• Strong analytical skills with a proven ability to prepare and present performance reports
• Ability to motivate and manage a diverse team effectively.