More jobs:
Call Center Manager
Job in
Riyadh, Riyadh Region, Saudi Arabia
Listed on 2026-07-31
Listing for:
Confidential
Full Time
position Listed on 2026-07-31
Job specializations:
-
Management
General Management -
Customer Service/HelpDesk
Job Description & How to Apply Below
Department: Customer Experience / Operations
Reports To: Customer Experience Director / Operations Director
Location: As Assigned
Job SummaryThe Call Center Manager is responsible for leading and managing all call center operations to ensure exceptional customer service, operational efficiency, and achievement of service level targets. This role oversees workforce planning, performance management, quality assurance, customer satisfaction, budgeting, and continuous improvement initiatives while leading a team of supervisors, team leaders, and customer service representatives.
Key Responsibilities Operations Management- Lead the daily operations of the call center.
- Ensure service levels and operational KPIs are consistently achieved.
- Develop operational plans to improve productivity and customer satisfaction.
- Monitor real-time performance and staffing requirements.
- Manage inbound, outbound, email, chat, and social media support channels where applicable.
- Lead, coach, and develop Call Center Supervisors and Team Leaders.
- Conduct regular performance evaluations.
- Develop succession plans for key positions.
- Foster a high-performance and customer-focused culture.
- Identify training needs and support employee development.
- Ensure excellent customer service standards are maintained.
- Improve Customer Satisfaction (CSAT) and Net Promoter Score (NPS).
- Monitor customer feedback and implement improvement initiatives.
- Collaborate with Workforce Management teams to optimize staffing.
- Approve shift schedules and resource allocation.
- Monitor absenteeism, occupancy, and adherence.
- Monitor team productivity and quality.
- Review daily, weekly, and monthly KPIs.
- Develop action plans to address performance gaps.
- Conduct regular operational review meetings.
- Prepare operational performance reports.
- Analyze call volumes and customer trends.
- Present performance dashboards to senior management.
- Manage the call center operating budget.
- Control overtime and staffing costs.
- Optimize operational efficiency while maintaining service quality.
- Participate in annual budget planning.
- Ensure effective use of CRM and Call Center systems.
- Support implementation of new technologies.
- Coordinate with IT on system upgrades and issue resolution.
- Monitor system availability and business continuity.
- Bachelor's Degree in Business Administration, Management, Customer Service, Communications, or related field.
- Master's Degree (MBA) is preferred.
- COPC Certification
- PMP
- Customer Experience (CX) Certification
- Contact Center Management Certification
- 8-10 years of experience in Customer Service or Call Center Operations.
- Minimum 4-5 years in a managerial role.
- Experience managing large call center teams (100+ agents preferred).
- Experience with multi-channel contact centers.
- Experience in service industries, logistics, telecommunications, banking, healthcare, or retail is preferred.
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