Contact Center Program Lead: Client Delivery & KPIs

Holool Aloula (NCBS National Company for Business Solutions); Riyadh; Presencial; SAR 180.000 - 240.000; Jornada completa

Descripción de la vacante

Holool Aloula (NCBS National Company for Business Solutions) is seeking a Delivery-focused Contact Center Project Manager to drive client outcomes, KPI performance, and accurate invoicing. This role acts as the primary liaison between clients and internal teams, ensuring service delivery is reflected in client billing and contractual terms.

The ideal candidate has 4–7+ years in client services or project management, strong Excel and data reporting skills, and hands-on experience with Power BI or

Formación

• Bachelor's degree in business, operations, finance, or related field.
• 4-7+ years in client services, account management, delivery, or project management, including 2-3 years in contact center/BPO.
• Understanding of contact center KPIs and contract-linked reporting.
• Experience in SLA management and billing/reconciliation.

Responsabilidades

• Serve as the primary liaison for clients, maintaining professional relationships at operational and executive levels.
• Lead weekly reviews and monthly/quarterly business reviews with performance analysis and corrective actions.
• Manage expectations, escalations, changes, and disputes to resolution.
• Own KPI framework and monitor performance against targets; produce dashboards and reports.

Conocimientos

Excel proficiency

Client relationship management

Communication skills

Data analysis

Educación

Bachelor's degree in business/related field

Herramientas

Power BI

Tableau

Descripción del empleo

Holool Aloula (NCBS National Company for Business Solutions) is seeking a Delivery-focused Contact Center Project Manager to drive client outcomes, KPI performance, and accurate invoicing. This role acts as the primary liaison between clients and internal teams, ensuring service delivery is reflected in client billing and contractual terms.

The ideal candidate has 4–7+ years in client services or project management, strong Excel and data reporting skills, and hands-on experience with Power BI or