Contact Center Manager - SOURC02404

2P Perfect Presentation; Riyadh; On-site; SAR 120,000 - 240,000; Full time

Job summary

2P Perfect Presentation in Riyadh is seeking an experienced Contact Center Manager to oversee daily operations, ensure high-quality service, and meet performance targets.

You will lead and coach teams, monitor KPIs and customer satisfaction, manage escalations, and collaborate with internal stakeholders to drive process improvements and better customer experiences.

Qualifications

• Bachelor's degree in Business Administration or related field.
• 1+ years of experience in Contact Center or Customer Service operations, including management.
• Strong knowledge of contact center KPIs, SLAs, and quality standards.
• Excellent leadership, communication, and problem-solving skills.
• Strong analytical and reporting skills.
• Proficiency in Microsoft Office, especially Excel and PowerPoint.
• Experience with CRM and contact center systems is preferred.

Responsibilities

• Manage daily contact center operations and ensure smooth service delivery.
• Monitor KPIs, SLAs, productivity, quality, and customer satisfaction.
• Lead, coach, and develop contact center teams and supervisors.
• Manage escalations and ensure timely resolution of customer issues.
• Prepare and review operational reports and performance dashboards.
• Identify opportunities to improve processes, efficiency, and customer experience.
• Coordinate with internal teams and stakeholders to achieve business objectives.

Skills

Leadership

Communication

Problem-solving

Analytical skills

Reporting

KPIs & SLAs

Excel proficiency

Education

Bachelor's degree in Business Administration

Tools

CRM systems

Contact center software

MS Office

Job description

We are looking for an experienced Contact Center Manager to oversee daily contact center operations, ensure high-quality customer service, and achieve operational and performance targets.

Key Responsibilities:

• Manage daily contact center operations and ensure smooth service delivery.
• Monitor KPIs, SLAs, productivity, quality, and customer satisfaction.
• Lead, coach, and develop contact center teams and supervisors.
• Manage escalations and ensure timely resolution of customer issues.
• Prepare and review operational reports and performance dashboards.
• Identify opportunities to improve processes, efficiency, and customer experience.
• Coordinate with internal teams and stakeholders to achieve business objectives.

Requirements:

• Bachelor's degree in Business Administration or a related field.
• 1+ years of experience in Contact Center or Customer Service operations, including management experience.
• Strong knowledge of contact center KPIs, SLAs, and quality standards.
• Excellent leadership, communication, and problem-solving skills.
• Strong analytical and reporting skills.
• Proficiency in Microsoft Office, especially Excel and PowerPoint.
• Experience with CRM and contact center systems is preferred.