Contact Center Operations Leader - KPI & CX Excellence

Holool Aloula (NCBS National Company for Business Solutions); Jeddah; Presencial; SAR 180.000 - 300.000; Jornada completa

Descripción de la vacante

Holool Aloula (NCBS National Company for Business Solutions) in Jeddah seeks a senior operations leader to oversee contact center functions. You will drive service levels, workforce efficiency, and client satisfaction across inbound and outbound channels.

The role requires 4–8 years in contact centers with at least 3 years in management, plus expertise in KPIs, WFM, CRM systems, and cost control. You will collaborate with QA, Training, IT, and other teams to ensure excellence.

Formación

• Bachelor's degree in business or related field required.
• 4–8 years in contact center operations with at least 3 years in a managerial role.
• Experience managing large-scale contact center operations, preferably outsourced/BPO.
• Strong understanding of contact center tech and KPIs.

Responsabilidades

• Oversee daily contact center operations across inbound and outbound channels.
• Develop and implement strategies to improve productivity and customer satisfaction.
• Lead supervisors, team leaders, and staff with accountability.
• Monitor KPIs such as SLA, AHT, FCR, Abandonment, CSAT.
• Coordinate with WFM for workforce planning and resources.
• Review reports, identify gaps, and implement corrective actions.
• Ensure compliance with client requirements and internal policies.
• Drive continuous improvement to reduce costs and improve delivery.
• Collaborate with QA, Training, IT and other departments on challenges.
• Manage escalations and ensure timely resolution.
• Support recruitment, onboarding, training, and development.
• Manage operational budgets and resource utilization.

Conocimientos

Contact Center Operations Management

Operational Planning & Execution

KPI & SLA Management

Workforce Management

Performance Management

Budgeting & Cost Optimization

Client Relationship Management

Process Improvement

Quality Assurance Management

Capacity Planning

Problem Solving & Decision Making

Leadership & Team Development

Data Analysis & Reporting

Stakeholder Management

Educación

Bachelor's degree in Business Administration / Management

Herramientas

CRM systems

WFM tools

Performance management platforms

Descripción del empleo

Holool Aloula (NCBS National Company for Business Solutions) in Jeddah seeks a senior operations leader to oversee contact center functions. You will drive service levels, workforce efficiency, and client satisfaction across inbound and outbound channels.

The role requires 4–8 years in contact centers with at least 3 years in management, plus expertise in KPIs, WFM, CRM systems, and cost control. You will collaborate with QA, Training, IT, and other teams to ensure excellence.