Call Center Manager- مدير مراكز الاتصال

Overview

We are seeking an experienced Call Center Manager to lead, restructure, and optimize our call center operations. The ideal candidate will have a proven track record of driving sales growth within both B2B and B2C environments, delivering exceptional customer experiences, and guiding cross-functional projects from inception to successful delivery.

We are seeking an experienced Call Center Manager to lead, restructure, and optimize our call center operations. The ideal candidate will have a proven track record of driving sales growth within both B2B and B2C environments, delivering exceptional customer experiences, and guiding cross-functional projects from inception to successful delivery.

• Lead the strategic restructuring of the call center department to improve efficiency, agent performance, and service quality.
• Develop and execute sales-enhancement initiatives that increase revenue per contact, improve conversion rates, and expand upsell/cross-sell opportunities across channels.
• Design and implement customer communication strategies that maximize satisfaction, retention, and loyalty, while maintaining a high net promoter score (NPS).
• Manage end-to-end contact center operations, including staffing, training, coaching, quality assurance, scheduling, and performance analytics.
• Collaborate with sales, marketing, and product teams to align on messaging, campaigns, and customer journey improvements.
• Lead B2B and B2C engagement programs, ensuring tailored approaches for enterprise clients and individual customers alike.
• Oversee project portfolios related to contact center initiatives, including technology deployments (IVR, CRM, contact routing), process improvements, and performance metrics.
• Develop and monitor KPIs such as average handle time, first contact resolution, customer satisfaction, service level agreements, and adherence to compliance standards.
• Foster a customer-centric culture through coaching, recognition, and continuous development of frontline staff.
• Prepare and present reports to senior leadership on performance, roadmap, risks, and ROI of initiatives.

• Proven experience as a Call Center Manager or similar leadership role with a track record of restructuring operations and delivering measurable improvements.
• Demonstrated ability to enhance sales within a call center setting, including B2B and B2C contexts.
• Strong communication skills with customers, colleagues, and executives; adept at conflict resolution and issue escalation.
• Experience managing cross-functional projects and collaborating with Sales, Marketing, and Product teams.
• Proficiency with contact center technology and data analytics tools (CRM, WFM/Forecasting, IVR, CSAT/NPS tools).
• Analytical mindset with the ability to translate data into actionable strategies.
• Leadership qualities: coaching, mentoring, performance management, and change management.

Bachelor’s degree in business, Communications, Operations Management, or a related field; an advanced degree or relevant certifications are a plus.

Competitive compensation, performance-based incentives, comprehensive benefits, opportunities for professional growth, and a dynamic, customer-focused work environment.