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Call Center Operations Head

7 days ago

Riyadh, Ar Riyāḑ, Saudi Arabia Silah Tamkeen Full time

We are seeking a highly experienced Call Center Operations Head to lead our call center team and drive customer satisfaction.

About the Role:

This is a full-time position that requires a mid-senior level professional with a strong background in sales strategy, leadership, and customer experience. The ideal candidate will have a Bachelor's degree in Business Administration or Public Administration and a professional certification in Customer Experience "CX".

Responsibilities:
  • Develop and execute sales strategies to drive revenue growth and enhance customer satisfaction
  • Set and track sales targets and KPIs, identifying areas for improvement
  • Stay informed about industry trends and emerging opportunities
  • Analyze and address selling skills gaps to optimize results
  • Manage all call center communication channels
  • Provide coaching and guidance to call center staff on complex customer service issues
  • Compile reports on call center data for senior management
  • Evaluate staff performance annually or as needed
  • Lead team meetings and present to executives
  • Develop quarterly and annual call center goals and action plans
  • Ensure sufficient staffing levels through scheduling and budgeting
  • Promote existing and new services to meet customer needs

The successful candidate will be able to effectively communicate with various stakeholders, think strategically, and possess excellent leadership and interpersonal skills.