Riyadh, Saudi Arabia Posted 2 days ago Expires in 2 months
The Contact Center Manager is responsible for planning and implementing strategies and operations of our call center. You will ensure system and process functionality. In addition you will manage your staff and work closely with other departments within Maximus. You will oversee the performance of the Contact Center’s Team Leaders, Agents, and Support staff, ensuring high-quality customer service and efficient resolution of inquiries and issues. This role involves monitoring performance metrics, implementing process improvements, and fostering a positive and customer-centric work environment.
Bachelor's degree in business management, communications or a related field. Equivalent work experience may be considered. COPC certified is desirable.
Proven experience in contact center management or customer service leadership roles.
Strong understanding of contact center operations, including knowledge of call center technologies and best practices.
Excellent interpersonal and communication skills, with the ability to build positive relationships with team members, stakeholders, and customers.
Strong analytical and problem-solving skills, with the ability to analyze data, identify trends, and implement targeted solutions.
Proficiency in using contact center software, CRM systems, and reporting tools.
Proven knowledge of customer service principles and practices, including customer experience.
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
Leadership qualities, including the ability to motivate and inspire a team to achieve performance.
Flexibility to work shifts, including evenings, weekends, and holidays, as needed.
Job Sector Customer Service and Call Center
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.