Senior Call Center Manager

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. The manager will lead, coach, and develop call center teams, implement best practices, and refine processes to optimize customer experience and operational efficiency.

Responsibilities include analyzing call center metrics, identifying trends, managing escalations, and collaborating with internal stakeholders to support integrated marketing initiatives. The role also involves establishing customer satisfaction strategies, preparing regular reports for leadership, and driving continuous improvement across all contact center activities.

Full Time

On-Site

• 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.
• Coordinate with cross-functional departments to support business objectives and customer initiatives.
• Drive employee engagement, recognition programs, and retention initiatives to maintain a high-performing team.
• Stay current with emerging contact center technologies, AI solutions, omnichannel customer service trends, and customer experience innovations.

• 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).