Senior Multichannel Call Center Operations Leader

Confidential Careers

Riyadh

On-site

SAR 300,000 - 480,000

Full time

6 days ago

Be an early applicant

Application generator

An application made for this job — a tailored resume and cover letter that speak straight to the posting.

Get past ATS filters

Job summary

Confidential Careers is seeking a senior leader to oversee call center operations across multiple channels, driving strategic direction and operational excellence. The role requires coordinating across individuals, business, and internal staff to ensure superior customer service and efficiency.

The ideal candidate will have extensive experience managing multi-channel contact centers, a strong track record in leadership, and proficiency with CRM and call center software to optimize performance

Qualifications

Minimum 10 years of experience in call center operations and customer service management.
Experience leading multi-channel contact centers (Calls, Email, SMS, chat).
Strong leadership across diverse customer domains (Individuals, Business, Employees).
Excellent communication, problem-solving and crisis management skills.
Proficiency in modern call center software and CRM systems.

Responsibilities

Provide leadership and strategic direction for call center operations.
Lead daily operations across inbound/outbound calls, email, SMS, and messaging.
Develop operational plans to ensure prompt resolution of inquiries and complaints.
Monitor performance of teams and agents, guiding to elevate service standards.
Ensure adherence to quality assurance standards and best practices.