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Call Center Operation Manager

Alqasim, Saudi Arabia Posted 2022/05/23 15:32:47 Expires 2022-06-22 Ref: JB1100024087

Job Description

● Owner of the contact center activities, ensuring operational targets and strategic guidelines are met in a consistent manner.

● Create a positive work environment by supporting supervisors, encouraging agents, resolving escalations and identifying engagement opportunities for the team.

● Collaborate with the Excellence Hub teams and other relevant stakeholders to develop, implement and continuously improve policies, SOPs, KPIs and service metrics.

● Utilize superior communication skills backed by appropriate data analytics to identify, resolve or otherwise act on complaints, service optimization and improvement opportunities.

● Oversee the appropriate escalation of cases, complaints and suggestions collected during calls to the relevant stakeholders/departments in a timely manner.

● Ensure that all customer interactions with the contact center are logged and stored in a manner compliant with legal, quality, audit and other requirements.

● Oversee the continuous training, development and recruitment process of new agents, supervisors and other team members.

● Prepare the relevant reports and findings based on service delivery figures and data insights; and deliver them to the Director and other leadership cadre as required.


  • Management / supervisory experience within a contact centre.

  •  Data analytics and insights experience.

  • Banking industry experience.

  •  KPI development and implementation, with knowledge of

    performance management, target setting and assessments.

  • Knowledge in design and application of relevant strategies.

  • Strong financial and analytical acumen.

  • Experience with people management and talent development.

  • Experience with procurement and tender processes.


ٍRelevant field

Job Details

Job Location Alqasim, Saudi Arabia
Job Role phone banking
Employment Status Full time
Employment Type Employee
Manages Others Yes

Preferred Candidate

Career Level Management
Years of Experience Min: 5 Max: 10
Residence Location Saudi Arabia
Nationality Saudi Arabia
Degree Bachelor's degree

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