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Call Centre Operations Manager

Alqasim, Saudi Arabia Posted 2022/09/14 05:09:01 Expires 2022-10-04 Ref: JB1100027051

Job Description

  • Responsible for training call center agents to make sure that service delivery on their part is always up to speed
  • Responsible for allocating work-time to call center agents according to the workload (frequency of calls)
  • Oversee the recruitment of required and qualified personnel to fill job openings for call center agents
  • Maintain and enhance call center operations by supervising system performance(s), identifying and providing solution(s) to problems
  • Prepare call center performance reports
  • Manage call center equipment by ensuring repairs and replacements as at when due
  • Determine call center operational strategies by conducting exercises like performance reviews, capacity planning, and needs assessment.
  • Prepares call center performance reports by collecting and analyzing call agents’ data.
  • Evaluates individual performance reviews and overall team effectiveness with upper management.
  • Helps call agents with challenging customer service issues.
  • Monitors team performance and provide tools if necessary.
  • Determines call center operational strategies by evaluating team results and objectives.
  • Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.
  • Meets financial targets by estimating performance requirements and preparing annual budgets.
  • Presents monthly and annual call center action plans and objectives.


  • Excellent understanding of technology, software applications, and phone and computer systems
  • Advanced customer focus and customer service skills
  • Exceptional training and coaching skills to motivate employees
  • Great verbal and written communication skills
  • Ability to remain calm and in control of a situation

Job Details

Job Location Alqasim, Saudi Arabia
Job Role phone banking
Joining Date 2022-10-01
Employment Status Full time
Employment Type Employee
Number of Vacancies 4

Preferred Candidate

Career Level Management
Years of Experience Min: 2 Max: 5
Gender Female
Nationality Saudi Arabia

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