Contact Center Manager

Overview

We are seeking a skilled Contact Center Manager to oversee and coordinate the daily operations of our contact center in Jazan. The role focuses on delivering exceptional customer service while meeting operational goals and enhancing team performance.

Key Responsibilities

• Oversee day-to-day functioning of the contact center to ensure uninterrupted service delivery.
• Track and analyze key performance indicators (KPIs), service level agreements (SLAs), productivity, quality, and customer satisfaction metrics.
• Lead, mentor, and develop teams and supervisors within the contact center to maximize effectiveness.
• Handle and resolve customer escalations promptly to maintain service excellence.
• Prepare and scrutinize operation reports and performance dashboards to monitor progress.
• Discover and implement process improvements for better efficiency and enhanced customer experience.
• Collaborate with various internal departments and stakeholders to meet business targets.

Candidate Requirements

• A Bachelor's degree in Business Administration or related discipline.
• At least 3 years of relevant experience in Contact Center or Customer Service operations with a proven track record in management.
• Comprehensive understanding of contact center KPIs, SLAs, and quality control standards.
• Outstanding leadership abilities alongside excellent communication and strong problem-solving skills.
• Capable of performing detailed analysis and generating reports.
• Proficient user of Microsoft Office suite, particularly Excel and PowerPoint.
• Experience using CRM systems and contact center platforms is advantageous.