Contact Center Operations Manager

7 days ago


Khobar, Eastern Province, Saudi Arabia eXtra (United Electronics Co.) Full time
About the Role

eXtra (United Electronics Co.) is seeking a highly skilled and experienced Contact Center Manager to lead our contact center operations. As a key member of our team, you will be responsible for ensuring the delivery of exceptional customer experiences across all touchpoints.

Key Responsibilities
  1. Performance Management: Develop and implement strategies to improve contact center performance, ensuring that all key performance indicators (KPIs) are met or exceeded.
  2. Customer Experience: Foster a culture of customer-centricity, ensuring that all customer interactions are handled with empathy, professionalism, and a focus on resolution.
  3. Coaching and Development: Provide regular coaching and feedback to team members, helping them to develop their skills and achieve their full potential.
  4. Team Management: Lead and manage a high-performing team, ensuring that all team members are equipped to handle the demands of the contact center.
  5. Reporting and Analytics: Generate regular reports on contact center activity, providing insights and recommendations for improvement.
Requirements
  1. Experience: A minimum of 2 years of experience in managing a contact center, with a proven track record of success.
  2. Language Skills: Dual language proficiency in English and Arabic, with excellent communication and interpersonal skills.
  3. Certifications: COPC certification is highly desirable.


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