Call Centre & Contact Centre Professionals

6 hours, 24 minutes ago
Full-time
Senior
Customer and Technical Support
Hire Resolve US

Hire Resolve US

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Internet Software & Services

Description

  • Lead and optimise day-to-day contact centre operations across voice, email, chat, and digital channels.
  • Manage team leaders and supervisors through coaching, KPI tracking, and structured scorecards.
  • Improve customer experience outcomes while balancing efficiency, service levels, and quality.
  • Partner with workforce management teams on forecasting, scheduling, real-time adherence, occupancy, and capacity planning.
  • Implement quality assurance frameworks, calibration routines, root-cause analysis, and continuous improvement initiatives.
  • Oversee onboarding, training, and knowledge management to ensure consistent service standards.
  • Deliver performance reporting and improvement plans across key operational metrics.
  • Support adoption of contact centre technologies, including CRM, telephony, diallers, QA tools, and analytics platforms.
  • Ensure customer handling and data practices comply with Saudi PDPL and internal governance controls.
  • Maintain safe working practices in line with workplace HSE requirements.

Requirements

  • Diploma or bachelor’s degree preferred in Business, Management, Communications, Analytics, or a related field.
  • Strong equivalent experience may be accepted in place of formal education.
  • Typically 6–12+ years of experience in call centre or contact centre environments.
  • Typically 3–6+ years of leadership or specialist ownership experience in roles such as Team Lead, Contact Centre Manager, Operations Manager, WFM/QA/Training Manager, or Senior Manager.
  • Experience in people leadership, coaching, performance management, and change delivery.
  • Experience managing KPI-led operations and continuous improvement initiatives; Lean or Six Sigma exposure is beneficial.
  • Working knowledge of workforce management fundamentals, including forecasting, scheduling, real-time management, and adherence.
  • Experience with quality assurance, training design, escalation and complaints management, and customer experience improvement.
  • Strong stakeholder management across Operations, IT, Compliance, Sales, and HR.
  • Familiarity with CRM/case management, CCaaS/telephony platforms, diallers, WFM tools, QA platforms, and reporting tools such as Excel, Google Sheets, or BI tools.
  • Must have or be able to obtain the right to work in Saudi Arabia.

Benefits

  • Private health insurance.
  • Pension plan.
  • Paid time off.
  • Training and development opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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