Call Center Operations Manager

19 hours ago

Riyadh, Ar Riyāḑ, Saudi Arabia Extensya Full time

We're Hiring

Position:
Call Center Operations Manager

Location: KSA

Job Description:

We are seeking a highly experienced Call Center Manager with a strong background in e-commerce account management, customer service leadership, and vendor performance management. This role will oversee call center operations in Jordan, ensuring exceptional customer experience, operational efficiency, and strong alignment with e-commerce platforms and business partners.

The ideal candidate is a strategic leader who has previously managed e-commerce operations, BPO/vendor relationships, and large-scale customer service teams, with the ability to drive performance, optimize processes, and lead continuous improvement initiatives.

Key Responsibilities:

  • Manage and optimize day-to-day operations to ensure smooth workflow and high service levels.
  • Lead capacity planning and monitor KPIs such as call volume, AHT, response time, CSAT, and service quality.
  • Manage relationships with vendors/BPO partners, ensuring performance meets SLAs and business expectations.
  • Resolve operational challenges efficiently and maintain cost-effective performance.
  • Handle escalations and conflicts with internal teams, partners, or vendors.
  • Lead, coach, and motivate customer service teams to achieve operational excellence.
  • Conduct regular business reviews (MBRs/QBRs) and drive data-backed improvement plans.
  • Plan and execute training programs to enhance team capability, product knowledge, and e-commerce workflow understanding.
  • Handle high-level customer escalations and ensure rapid, effective resolution.
  • Implement customer experience improvement strategies aligned with e-commerce best practices.
  • Analyze customer feedback and performance trends to identify improvement opportunities.
  • Collaborate with e-commerce platform teams to ensure alignment, efficiency, and optimal customer experience.
  • Prepare performance reports covering KPIs, trends, SLA achievement, and operational insights.
  • Use data analytics (structured and unstructured) to identify patterns and drive informed decision-making.
  • Recommend strategic initiatives to senior management based on performance trends and business goals.
  • Utilize CRM and call center platforms to streamline operations and ensure accurate reporting.

Qualifications

  • 5+ years of managerial experience in call center operations, customer service management, or e-commerce account management.
  • Strong experience in vendor management, BPO operations, and platform relationship management.
  • Proven ability to manage and improve performance in fast-paced, high-volume customer environments.
  • Experience in e-commerce operations is highly preferred.
  • Strong analytical and problem-solving skills with hands-on experience in data analysis.
  • Ability to multitask, work under pressure, and manage complex customer escalations.
  • Excellent communication, leadership, and organizational skills.
  • Proficiency in MS Office (Word, Excel, PowerPoint).

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