Senior Call Center Leader — Riyadh (On-Site)

Marcomarabia; Riyadh; On-site; SAR 180,000 - 360,000; Full time

Job summary

Marcomarabia is seeking a Senior Call Center Manager to oversee Riyadh-based call center operations. The role requires leading teams, optimizing processes, and delivering exceptional customer service across channels.

You will drive KPI performance, coach supervisors, and collaborate with IT partners to implement CRM and IVR improvements, while maintaining compliance and high engagement across the department.

Qualifications

• Experience in managing call centers.
• Strong ability to build and monitor performance dashboards.
• Proficient in analyzing metrics and driving improvements.
• Proven track record of meeting service levels and KPIs.
• Experience with quality monitoring and performance improvement.
• Ability to create professional PowerPoint presentations.
• Excellent communication and interpersonal skills.
• Fluent in Arabic and English, written and spoken.

Responsibilities

• Lead and manage the call center operations to ensure outstanding service and efficiency.
• Develop and implement strategies to improve customer satisfaction and service quality.
• Oversee inbound, outbound, and digital channels with SLA and KPI compliance.
• Monitor KPIs such as Service Level, AHT, FCR, CSAT, Quality Score and Abandonment.
• Oversee workforce planning, scheduling, forecasting, and resource allocation.
• Recruit, coach, and evaluate supervisors, team leaders, and agents.
• Ensure adherence to policies, compliance, and CS standards.
• Analyze operational reports and customer feedback to identify trends.
• Prepare executive dashboards and leadership reports.
• Lead escalation management and timely issue resolution.
• Collaborate with IT/vendors on call center tech and reporting tools.
• Identify automation opportunities to increase efficiency.
• Coordinate with cross-functional teams on business objectives.
• Drive employee engagement and retention initiatives.
• Stay updated on omnichannel trends and AI solutions.

Skills

Call Center

Reporting

Data Analysis

KPIs

Quality Assurance

PowerPoint

Communication

Bilingual

Job description

Marcomarabia is seeking a Senior Call Center Manager to oversee Riyadh-based call center operations. The role requires leading teams, optimizing processes, and delivering exceptional customer service across channels.

You will drive KPI performance, coach supervisors, and collaborate with IT partners to implement CRM and IVR improvements, while maintaining compliance and high engagement across the department.