Call Center jobs in Saudi Arabia

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.

Responsibilities 

• Provide leadership, development and coaching of Team Leaders and Agents. Actively engaging and supporting the development of your team to ensure better performance and succession planning.
• Working with HR and Recruitment drive the recruitment & selection of Team Leader and Agents.
• Hire, onboard and train call center personnel.
• Coach call center staff through challenging customer service issues.
• Analyze call center data and prepare reports for upper management.
• Evaluate staff effectiveness and performance annually or on an at-need basis.
• Lead team meetings and give presentations to executives.
• Develop monthly, quarterly and annual call center goals and action plans.
• Prepare work schedules to ensure sufficient coverage.
• Create personnel and supply budgets for approval.
• Carry out regular 121’s, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively.
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.
• Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets
• Building and maintaining effective internal and external stakeholder relationships
• Identifying and instilling best practice, processes and systems and drive continuous improvement environment.
• Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.
• Work with the Resource Planning team to ensure the most effective resource plans are developed and achieved.
• Ensures service targets, SLA’s and KPI’s are continually reviewed, and expectations are met with optimum levels of quality & service delivery.
• Review management information and make suggestions, recommendations as to improvements across the contact center.
• Any other key activities deemed necessary by senior management.

Skills

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