Contact Center Manager

HONOR; Riyadh; On-site; SAR 120,000 - 180,000; Full time

Job summary

A leading company in Riyadh is seeking a Contact Center Operation/E-Commerce Service Manager to enhance online transaction efficiency. This role involves managing service plans, overseeing KPI targets, and ensuring a positive customer experience across various channels. The ideal candidate should possess strong analytical skills, be fluent in English and Arabic, and have over 3 years of relevant experience. Join us to lead communication initiatives and improve our e-commerce service offerings.

Qualifications

• Over 3 years of call center service management experience.
• Fluent in English and Arabic.
• Customer-focused and able to work under pressure.

Responsibilities

• Manage BPO to meet KPI targets and drive improvement.
• Motivate agents to improve sales and achieve targets.
• Handle local customer complaints across all channels.

Skills

Problem-Solving

Analytical Skills

Customer Focus

Communication

Presentation Skills

Education

College degree or higher; E-commerce or call center management major preferred

Tools

PowerPoint

Excel

Word

Job description

Work Location: Riyadh, Saudi Arabia

As a Contact Center Operation/E-Commerce Service Manager, you will create and implement strategies to enhance online transaction efficiency for HONOR KSA. Your responsibilities include organizing, developing, and executing service plans, collaborating closely with contact center management, e-commerce operations, and delivery teams to ensure seamless online service delivery. You will review and approve agents’ shifts based on transaction forecasts, establish productive approaches to improve customer satisfaction and brand loyalty, and focus on risk prevention through daily planning and delivery oversight. Additionally, you will lead communication with service partners and internal departments to achieve key KPIs, monitor VOC, and ensure strategic goals are met.

Responsibilities:

• Manage BPO to meet KPI targets and drive continuous improvement.
• Motivate L1 agents to improve sales and achieve targets.
• Monitor KPIs such as SL, FCR, CSAT, and pending case closure rate, collaborating with in-house teams to enhance the customer journey.
• Assist regional online service managers in optimizing floor management and e-commerce processes in KSA, maintaining the e-commerce system.
• Review service knowledge, FAQs, and terms & conditions before product launches or campaigns on the e-commerce platform.
• Take proactive steps in QA, complaint handling, and service improvement initiatives.
• Propose, facilitate, and follow up on BU/Function initiatives with excellent communication, presentation, and analytical skills.
• Compile and analyze data to generate operational reports for continuous improvement.
• Handle local customer complaints across all channels, including e-commerce, hotline, chat, WhatsApp, and social media, ensuring a positive customer experience.
• Enhance online CRM and e-commerce systems to support sales transformation.
• Assist in building VOC dashboards and investigate customer dissatisfaction issues for resolution.
• Enrich e-commerce service offerings, including service rights, promotions, and branding activities.

Qualifications and Experience:

• College degree or higher; E-commerce or call center management major preferred.
• Fluent in English and Arabic.
• Over 3 years of call center service management experience.
• Strong problem-solving and analytical skills; familiarity with electronic mobile products is a plus.
• Proficient in PowerPoint, Excel, Word; experienced in planning, analysis, and reporting for e-commerce.
• Customer-focused, self-motivated, result-oriented, and able to work under pressure.
• Project management experience is preferred.