Call Center Manager – Food Delivery

Premium Food Company Ltd.; Jeddah; On-site; SAR 150,000 - 200,000; Full time

Job summary

A leading food service company in Jeddah is looking for a Call Center Manager to oversee all aspects of call center operations, ensuring high customer satisfaction and efficient order handling. The ideal candidate will lead a team, manage escalations, and improve service quality. Requires a Bachelor's degree, 2–4 years of call center leadership experience, and familiarity with aggregator platforms and call center software. The position offers growth opportunities in a fast-paced environment.

Qualifications

• Minimum 2–4 years of experience in a call center leadership role.
• Experience in food delivery, F&B, aggregator, or e-commerce.
• Experience managing teams of agents in a fast-paced environment.

Responsibilities

• Manage the daily operations of the call center including inbound/outbound calls.
• Supervise call center agents and conduct training.
• Handle escalated issues and monitor complaint trends.

Skills

Excellent communication and customer handling skills

Strong leadership and team motivation

Problem-solving and crisis management

Time management and multi-tasking

Analytical and reporting skills

Education

Bachelor’s Degree in Business, Communications, Hospitality, or related field

Tools

Freshdesk

Zendesk

Avaya

Foodics

Otter

GrubTech

Job description

The Call Center Manager is responsible for leading and managing the entire call center operation that supports all delivery orders, aggregator platforms, and customer service channels. The role ensures fast response times, high customer satisfaction, accurate order handling, and smooth communication between branches, riders, and aggregator platforms.

This position oversees the performance of call center agents, manages escalations, analyzes customer feedback, and improves service quality to support delivery operations across all branches.

Key Responsibilities

1. Call Center Operations Management

• Manage the daily operations of the call center (inbound/outbound calls, chats, and delivery inquiries).
• Ensure timely answer and resolution of customer calls within SLA.
• Maintain high standards of accuracy when placing or amending delivery orders.
• Ensure agents follow company scripts, communication guidelines, and service procedures.
• Monitor peak periods and adjust staffing for high call volumes.

2. Team Leadership & Training

• Supervise call center agents and team leaders.
• Conduct training on customer service, menu knowledge, escalation handling, and systems.
• Conduct coaching sessions and performance evaluations.
• Prepare staff schedules, attendance sheets, and shift assignments.
• Motivate the team to meet service targets and KPIs.

3. Customer Complaint Management

• Handle escalated issues related to:
• Wrong orders
• Late delivery
• Missing items
• Rider behavior
• Platform errors
• Coordinate with branches, riders, delivery partners, and aggregator teams to resolve complaints quickly.
• Monitor complaint trends and implement corrective actions.

4. Coordination With Delivery & Aggregator Teams

• Communicate with aggregator platforms (HungerStation, Keeta/Jahez, Talabat, ToYou, etc.) for order issues.
• Support the Delivery Manager in fixing platform-related escalations.
• Relay real-time updates to branches (out of stock, prep delays, rider delays).
• Collaborate with kitchen and operations teams to ensure smooth order flow.

5. Reporting & Analysis

• Prepare daily, weekly, and monthly reports on:
• Call volume
• Response time
• Service level (SLA)
• Customer satisfaction
• Common complaints
• Agent performance
• Analyze data to identify operational gaps and recommend improvements.

Qualifications

Education

• Bachelor’s Degree in Business, Communications, Hospitality, or related field.

Experience

• Minimum 2–4 years of experience in a call center leadership role.
• Experience in food delivery, F&B, aggregator, or e-commerce (highly preferred).
• Experience managing teams of agents in a fast-paced environment.
• Knowledge of aggregator platforms (HungerStation, Jahez/Keeta, Talabat, ToYou).

Technical Skills

• Familiarity with call center software (Freshdesk, Zendesk, Avaya, etc.).
• Understanding of delivery flow and order cycle.
• Knowledge of POS systems (Foodics, Otter, GrubTech) is an advantage.

Key Skills & Competencies

• Excellent communication and customer handling skills
• Strong leadership and team motivation
• Problem-solving and crisis management
• Time management and multi-tasking
• Analytical and reporting skills
• Ability to work under pressure
• High attention to detail
• Strong sense of ownership and accountability