{"id":3373245,"url":"https://alion.io/job/aramex-contact-center-manager","title":"Contact Center Manager","company":{"id":176076,"name":"Aramex","domain":"aramex.com","url":"https://alion.io/company/aramex-2","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":100,"open_postings":9,"ghost_share":0,"stale_share":0,"repost_share":0.111,"time_to_fill_p50_days":10,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sri Lanka"],"countries":["LK"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":14000,"max_usd":34000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1466},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-28T01:50:42Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-04T12:22:27Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Purpose of the Job\nThe Contact Center Manager is responsible for overseeing the daily operations of the contact center, ensuring that customer service standards are met or exceeded. This role involves leading a team of customer service representatives, developing strategies to improve efficiency and customer satisfaction, and implementing best practices to streamline processes. The leader will also ensure that all key performance indicators (KPIs) are met while fostering a positive work environment.\nJob Description\nManage and lead a team of customer service representatives, providing guidance, support, and mentorship.\nConduct regular performance evaluations, coaching sessions, and feedback to help team members improve their skills and performance.\nFoster a collaborative and positive work environment by promoting teamwork, recognition, and employee engagement.\nOversee the daily operations of the contact center to ensure the effective handling of inbound and outbound customer inquiries.\nManage call volumes, workflows, and resource allocation to optimize efficiency and service levels.\nEnsure that customer service standards, response times, and resolution targets are met consistently.\nDevelop and implement strategies to improve customer satisfaction and service quality.\nMonitor customer feedback, complaints, and issues to implement corrective actions as needed.\nTrack and analyze KPIs, such as average handling time (AHT), first call resolution (FCR), and customer satisfaction (CSAT) scores.\nPrepare and present regular performance reports to senior management, highlighting achievements, challenges, and recommendations for improvement.\nUse data-driven insights to drive decision-making and implement improvements in the contact center's performance.\nStay updated with industry trends and best practices to maintain a competitive edge.\nIdentify training needs within the team and coordinate training programs to enhance skills and knowledge.\nEnsure that all team members are equipped with the necessary tools and resources to perform their roles effectively.\nEnsure adherence to company policies, procedures, and regulatory requirements.\nJob Requirements - Experience and Education\nBachelor’s degree in business administration, Communication, or a related field.\n7+ years of experience in a contact center environment, with at least 2 years in a leadership or supervisory role.\nAbility to handle multiple priorities and make data-driven decisions.\nProficiency in contact center software, CRM tools, and reporting systems (e.g. QueueMetrics).\nKnowledge of customer service principles and practices.\nLeadership Behaviors\nBuilding Outstanding Teams\nCollaborate & break silos\nExecution & Accountability\nExternal focus\nGrowth mindset\nInclusion\nInnovation\nSetting a clear direction\nSimplification\nSkills\nAnalytical Thinking\nCommunication Skills\nConflict Resolution\nCrisis Management\nCross Functional Relationship Management\nInterpersonal And Relationship-Building Skills\nNegotiation Skills\nProblem Solving\nTeam Collaboration\nTeam Leadership","description_format":"text","description_chars":3054,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":2,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Courier Services"],"lifecycle":[{"event":"open","at":"2026-10-28T01:50:42Z"}],"visa":[],"liveness":{"score":69,"band":"ok","label":"Likely open","p_open":1,"p_active":0.879,"p_room":0.788,"age_days":7,"expected_fill_days":10,"reasons":["conf:5","velocity","win:late"],"computed_at":"2026-11-04T06:34:25Z"},"pay":null,"html_url":"https://alion.io/job/aramex-contact-center-manager","json_url":"https://alion.io/job/aramex-contact-center-manager.json","meta":{"generated_at":"2026-11-04T12:53:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"search","counted_by":"address","units_charged":0,"used_today":0,"day_limit":null,"remaining_today":null,"minute_limit":null,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":176076},"rest":"https://alion.io/mcp/rest/get_company?id=176076"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Faramex-contact-center-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Faramex-contact-center-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Faramex-contact-center-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/aramex-contact-center-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Faramex-contact-center-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3373245}},{"tool":"search_jobs","arguments":{"company":"aramex.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3373245},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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