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Senior Call Center Manager

Marcom Arabia

الرياض, KSA

Full Time

Manager

Onsite

1 weeks ago

Call Center OperationsWorkforce PlanningPerformance MonitoringKPI ManagementData AnalysisQuality Assurance

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Key skills for this role

Call Center OperationsWorkforce PlanningPerformance Monitoring

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About the Role

Marcom Arabia is seeking a Senior Call Center Manager for an on-site role in Riyadh. The position oversees daily call center operations, workforce planning, performance monitoring, and team development.

Key Skills for This Role

Call Center OperationsWorkforce PlanningPerformance MonitoringKPI ManagementData AnalysisQuality Assurance

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, AHT, FCR, 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

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)

Full Job Posting

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.

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.

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).

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