Contact Center Manager (Saudi Nationals Only)

DSM Grup; Riyadh; On-site; SAR 262,000 - 338,000; Full time

Job summary

A leading logistics company in the Riyadh Region is seeking a Contact Center Manager to oversee local inbound operations. You will manage vendors, monitor performance KPIs, and implement projects to enhance service quality. The ideal candidate will have extensive experience in customer service, strong leadership skills, and fluency in English. Join a dynamic and fast-paced environment focused on sustainable growth.

Qualifications

• Extensive experience in Customer Service department.
• Fluent in English communication, both written and verbal.
• Strong leadership to manage teams effectively.

Responsibilities

• Manage outsource vendor and act as a point of contact for local inbound operations.
• Monitor vendor customer service KPIs and take action on unmet KPIs.
• Track vendor CSAT and quality scores for improvement.

Skills

Customer-focused service excellence

Leadership

Communication skills

Analytical skills

Problem-solving

Education

Bachelor's or Master’s Degree in Engineering, Management, Business

Job description

At Trendyol Growth, we align pricing, discount, and marketing strategies to drive sustainable and scalable growth. We work cross-functionally with teams like Product, Category, and Operations to uncover opportunities and deliver impact. With a strong learning culture and data-driven mindset, we grow together — as individuals and as a team.

As a Contact Center Manager, you'll be the key point of contact for our local inbound operations, directly managing our outsource vendors. You will be responsible for actively monitoring critical KPIs like Service Level and First Contact Resolution to ensure a high-quality customer experience. This role blends operational oversight with strategic project management, driving improvements to achieve better service quality.

Responsibilities

• Responsible for managing outsource vendor and acting as a POC for local inbound operations; with contact center operations, quality and financial perspective
• Together with Planning & Monitoring team, actively monitoring vendor customer service KPIs like SL, AHT, ACHT, ACWT, FCR and taking actions about not met KPIs in case of need
• Periodically meeting with vendors and getting feedback for improvement areas
• Tracking agent, vendor CSAT and quality scores
• Developing projects for improving inbound operations to achieve better service quality

Expected Qualifications

• Bachelor's or Master’s Degree in Engineering, Management, Business, or related fields preferred
• Extensive experience in Customer Service department
• Fluent in English communication, both written and verbal
• Strong leadership to manage in-house and outsourced teams
• Clear communicator with excellent verbal and written skills
• Strategic and analytical, with a focus on performance and KPIs
• Customer-focused and committed to service excellence
• Problem-solver with the ability to act quickly and effectively
• Relationship builder with vendors and cross-functional teams
• Adaptable in a fast-paced, changing environment
• Process-oriented with attention to detail