Senior Call Center Manager

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

Position overview

The Senior Call Center Manager is a full-time, on-site role based in Riyadh, Saudi Arabia. This role oversees daily operations of the call center, including workforce planning, performance monitoring, and ensuring service levels and quality standards are consistently met. The manager will lead, coach, and develop call center teams, implement best practices, and refine processes to optimize customer experience and operational efficiency. Responsibilities include analyzing call center metrics, identifying trends, managing escalations, and collaborating with internal stakeholders to support integrated marketing initiatives. The role also involves establishing customer satisfaction strategies, preparing regular reports for leadership, and driving continuous improvement across all contact center activities.

Job Type

Full Time

Work Place Type

On-Site

Responsibilities

• Lead and manage the overall operations of the Call Center, ensuring exceptional customer service and operational excellence.
• Develop and implement strategies to improve customer satisfaction, service quality, and operational efficiency.
• Manage daily inbound, outbound, and digital customer service operations while ensuring SLA and KPI compliance.
• Monitor and analyze key performance indicators (KPIs) such as Service Level, Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), Quality Score, and Abandonment Rate.
• Oversee workforce planning, scheduling, forecasting, and resource allocation to meet business demands.
• Recruit, coach, mentor, and evaluate supervisors, team leaders, quality analysts, and customer service representatives.
• Ensure adherence to company policies, compliance requirements, and customer service standards.
• Analyze operational reports and customer feedback to identify trends and recommend process improvements.
• Prepare executive dashboards, operational reports, and presentations for senior management.
• Lead customer escalation management and ensure timely resolution of critical issues.
• Work closely with IT and system vendors to optimize call center technologies, CRM platforms, IVR, telephony systems, and reporting tools.
• Identify automation opportunities and implement process improvements to increase efficiency.
• Coordinate with cross-functional departments to support business objectives and customer initiatives.
• Drive employee engagement, recognition programs, and retention initiatives to maintain a high-performing team.
• Stay current with emerging contact center technologies, AI solutions, omnichannel customer service trends, and customer experience innovations.

Requirements

• Experience in managing call centers.
• Strong experience in call center reporting and performance monitoring.
• Experience in data analysis and KPI management.
• Proven ability to achieve and maintain service level targets and operational KPIs.
• Experience in quality assurance, monitoring, and performance improvement.
• Professional presentation and reporting skills.
• Proven experience in creating professional PowerPoint presentations.
• Excellent communication and interpersonal skills.
• Fluent in both Arabic and English (written and spoken).