Contact Center Manager

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Trendyol Group Full time

About the Team

At Trendyol Growth, we align pricing, discount, and marketing strategies to drive sustainable and scalable growth. We work cross-functionally with teams like Product, Category, and Operations to uncover opportunities and deliver impact. With a strong learning culture and data-driven mindset, we grow together — as individuals and as a team.

As a
Contact Center Manager
, you'll be the key point of contact for our local inbound operations, directly managing our outsource vendors. You'll be responsible for actively monitoring critical KPIs like Service Level and First Contact Resolution to ensure we're delivering a high-quality customer experience. This role is a blend of operational oversight and strategic project management, where you'll drive improvements to achieve a better service quality.

Responsibilities

  • Responsible for managing outsource vendor and acting as a POC for local inbound operations; with contact center operations, quality and financial perspective
  • Together with Planning & Monitoring team, actively monitoring vendor customer service KPIs like SL, AHT, ACHT, ACWT, FCR and taking actions about not met KPIs in case of need
  • Periodically meeting with vendors and getting feedback for improvement areas
  • Tracking agent, vendor CSAT and quality scores
  • Developing projects for improving inbound operations to achieve better service quality

Expected Qualifications

  • Bachelor's or Master's Degree in Engineering, Management, Business, or related fields preferred
  • Extensive experience in Customer Service departmant
  • Fluent in English communication, both written and verbal
  • Strong leadership to manage in-house and outsourced teams
  • Clear communicator with excellent verbal and written skills
  • Strategic and analytical, with a focus on performance and KPIs
  • Customer-focused and committed to service excellence
  • Problem-solver with the ability to act quickly and effectively
  • Relationship builder with vendors and cross-functional teams
  • Adaptable in a fast-paced, changing environment
  • Process-oriented with attention to detail

What We Offer

- Personalised training allowance and learning opportunities:
Use your annual budget for any training or conference of your choice, explore our Learning Management System (LMS) anytime, and join in-person learning sessions offered throughout the year.

- Responsibility from day one:
Take full ownership from the start in a culture where every voice is heard and valued.

- A diverse, international team:
Collaborate with global peers across our offices in Berlin, Amsterdam, Dubai, and beyond, in a startup-spirited and collaborative environment.

- Opportunities to grow with the best:
Tackle meaningful challenges, develop through hands-on experience, and grow with the support of expert guidance and global mentoring.

- Meaningful connections beyond tasks:
Be part of team rituals, events, and social activities that help us stay connected and inspired.

Take the Next Step

If this role excites you, apply today, we look forward to taking the next step with you.

Want to get to know the team better first? Explore our Career Website, LinkedIn, or YouTube to learn more about #LifeatTrendyol and how we work.

  • Contact Center Agent

    4 days ago

    Riyadh, Ar Riyāḑ, Saudi Arabia Supertech Group Full time

    Do you want to love what you do at work? Do you want to make a difference, an impact, transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?If yes, then this is the job you're looking for , is Saudi's #1 event ticketing and experience booking platforms in terms of technology, features, agility,...

  • Contact Center Manager

    6 days ago

    Riyadh, Ar Riyāḑ, Saudi Arabia NOMAC Company Full time

    إعلان وظيفي: مدير مركز الاتصال (Contact Center Manager)تعلن إحدى الشركات عن رغبتها في توظيف مدير مركز الاتصال ذو خبرة قوية في إدارة وتشغيل مراكز الاتصال، للعمل على قيادة وتطوير مركز الاتصال الخاص بالشركة...

  • Contact Center Lead

    4 days ago

    Riyadh, Ar Riyāḑ, Saudi Arabia Supertech Group Full time

    Do you want to love what you do at work? Do you want to make a difference, an impact, transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?If yes, then this is the job you're looking for , is Saudi's #1 event ticketing and experience booking platforms in terms of technology, features, agility,...

  • Contact Center Technical Business Analyst

    6 days ago

    Riyadh, Ar Riyāḑ, Saudi Arabia Riyadh Air Full time

    About the Company:Riyadh Air (RX), headquartered in the Saudi Capital, is the new national airline that's shaping the future of flying. It seeks to lead the aviation industry by transforming Saudi Arabia into a global aviation and trade hub – a digitally native airline that will connect the kingdom to more than 100 destinations.About the Role:Are you...

  • Contact Center Technical Business Analyst

    6 days ago

    Riyadh, Ar Riyāḑ, Saudi Arabia Riyadh Air | طيران الرياض Full time

    Riyadh Air (RX), headquartered in the Saudi Capital, is the new national airline that's shaping the future of flying. It seeks to lead the aviation industry by transforming Saudi Arabia into a global aviation and trade hub – a digitally native airline that will connect the kingdom to more than 100 destinations.About The RoleAre you passionate about...

  • Contact Center Technical Business Analyst

    4 days ago

    Riyadh, Ar Riyāḑ, Saudi Arabia Riyadh Air Full time

    About the CompanyRiyadh Air (RX), headquartered in the Saudi Capital, is the new national airline that's shaping the future of flying. It seeks to lead the aviation industry by transforming Saudi Arabia into a global aviation and trade hub – a digitally native airline that will connect the kingdom to more than 100 destinations. About the RoleAre you...

  • Contact Center Agent

    2 weeks ago

    Riyadh, Ar Riyāḑ, Saudi Arabia Maximus KSA | ماكسيموس السعودية Full time

    Are you passionate about serving the community and providing exceptional customer support? We are looking for a dedicatedContact Centre Agentto join our team You will play a vital role in managing inbound and outbound calls, scheduling home visits, and assisting social beneficiaries with their inquiries.Key Responsibilities:Handle inbound and outbound calls...

  • Contact System Engineer- Genesys

    1 week ago

    Riyadh, Ar Riyāḑ, Saudi Arabia Fircroft Full time $80,000 - $120,000 per year

     Contact Center IT SpecialistJob Overview:We are seeking an experienced Contact Center IT Specialist with a strong background in telecom systems and project implementation. The ideal candidate will possess extensive development, configuration, and support experience with large contact center platforms.Key Responsibilities:Lead project implementation for...

  • Business Center Manager

    2 weeks ago

    Riyadh, Ar Riyāḑ, Saudi Arabia World Trade Center - Riyadh Full time 100,000 - 120,000 per year

    Company DescriptionAs an international bridge between the Kingdom and international markets, we provide a full fitted business hub and a huge portfolio range of services to help both local and international companies operate in the local market.We offer prestigious serviced business hubs / offices, legal for the international partners who wish to have a...

  • data center construction

    6 days ago

    Riyadh, Ar Riyāḑ, Saudi Arabia Sterling and Wilson Data Center Full time

    Company DescriptionSterling and Wilson Data Center Private Limited (SWDC) is a leading Data Centre EPC (Engineering, Procurement, and Construction) player, having started operations in 2015. The company has successfully completed over 25 Data Center projects, including greenfield and Uptime Tier-certified facilities, with a total IT load exceeding 65MW...