Call Center Manager

Position Overview:

As the Call Center Manager, your core mission will be to create and manage a high-efficiency, professional call center for our company. You will be fully responsible for the end-to-end setup, including team formation, establishing operational systems, controlling costs, and ensuring the achievement of key performance indicators set by our operator client. This is a leadership role with high demands for leadership, operational efficiency, and cost-control capabilities.

Key Responsibilities:

1. End-to-End Call Center Setup & Operations:

l Complete Setup: Take full ownership of the initial setup, including site planning, technology system selection (e.g., calling systems, CRM), operational process design, and team building.

l Team Building: Lead the recruitment, interviewing, and selection of call representatives and team supervisors to quickly assemble a high-performing team with excellent communication and execution skills.

l Daily Operations Management: Manage the day-to-day operations of the call center, ensuring outbound/inbound tasks are completed on time, to the required volume, and with high quality. Monitor real-time operational data and optimize workflows.

1. Performance Management & Cost Control:

l KPI Framework Design: Establish a scientific Key Performance Indicator system and continuously track and optimize it to meet or exceed the client's service and business objectives.

l Cost-Benefit Analysis: Possess a deep understanding of call center cost structures. Accurately budget and strictly control costs related to manpower, technology, and operations to ensure optimal ROI within the project budget.

l Data-Driven Decisions: Conduct in-depth analysis based on daily operational data, identify issues, and swiftly implement corrective actions to continuously improve overall team performance and operational efficiency.

1. Training & Quality Assurance:

l Training System Development: Develop comprehensive training materials and programs covering product knowledge, communication skills, standard scripts, customer objection handling, and compliance requirements.

l Continuous Empowerment: Conduct regular training, drills, and sharing sessions to continuously enhance the team's professional capabilities and service levels.

l Quality Monitoring: Establish a call quality monitoring and feedback mechanism to ensure standardized and continuously improving service quality through call monitoring, scoring, and one-on-one coaching.

1. Client Relations & Reporting:

l Act as the primary operational point of contact for the operator client, regularly reporting on project progress, core metric achievement, and key milestones.

l Ensure all operational activities align with the client's brand image and service standards, maintaining and enhancing client satisfaction.

Qualifications & Requirements:

l Experience: Minimum of 5 years of call center management experience, with a proven track record of successfully setting up or managing an outbound/inbound team in Saudi Arabia. Experience in the telecommunications sector is a significant advantage.

l Setup & Operations Expertise: Deep understanding of call center setup methodologies and operational management models, with proven success in process design, system planning, and team structuring.

l Cost & Performance Expert: Profound knowledge and practical experience in call center cost structures and performance management. Must be a strong, data-driven, and results-oriented manager.

l Leadership: Exceptional leadership, motivation, and team-building skills, with the ability to lead a team to achieve challenging business targets in a high-pressure environment.

l Personal Attributes: Hardworking, passionate, with excellent problem-solving skills and resilience.

l Language: Fluency in English is mandatory. Proficiency in Arabic is a significant advantage due to the need to manage a local team and interact with local clients.

l Education: Bachelor's degree or higher in Business Management, Marketing, or a related field.

We Offer:

l A highly impactful role—the opportunity to build a core business department from scratch.

l The chance to work in deep collaboration with a leading telecommunications operator.

l A market-competitive, performance-linked compensation and benefits package.

Valuable experience in a key role within the fast-growing field of communications services outsourcing.