Guest Care Performance Lead

Riyadh Air; Riyadh; On-site; SAR 350,000 - 700,000; Full time

Job summary

Riyadh Air is seeking a senior leader to drive contact center performance, focusing on guest care, service quality, and revenue outcomes. You will forecast staffing, manage scheduling and real-time adherence, and identify automation opportunities to improve service levels.

Close collaboration with cross-functional teams will shape end-to-end guest experience. The role requires strategic oversight, data-driven decision making, and the ability to lead teams in a fast-paced environment within

Qualifications

• Minimum 7 years in contact center performance management or related operations.
• Expertise in contact center operations, forecasting, scheduling, and analytics.
• Strong judgment, communication, and stakeholder collaboration.

Responsibilities

• Lead day-to-day contact center performance across guest care.
• Forecast, schedule, and optimize real-time adherence.
• Drive automation and self-service to improve service levels.
• Analyze data and reports to reduce revenue leakage.

Skills

Contact center operations

Workforce management

Performance reporting

Quality frameworks

Customer engagement systems

Stakeholder collaboration

Analytical thinking

Leadership

Education

Bachelor's degree in a relevant field

Job description

Riyadh Air is seeking a senior leader to drive contact center performance, focusing on guest care, service quality, and revenue outcomes. You will forecast staffing, manage scheduling and real-time adherence, and identify automation opportunities to improve service levels.

Close collaboration with cross-functional teams will shape end-to-end guest experience. The role requires strategic oversight, data-driven decision making, and the ability to lead teams in a fast-paced environment within