Contact Center Manager

Job Summary

We are seeking an experienced and customer-focused Contact Center Manager to lead and develop our contact center operations. The ideal candidate will be responsible for delivering the best of its class customer experience (CX), ensuring operational excellence, and improving performance against key service and problem-resolution KPIs.

This role requires strong leadership, analytical capability, and a passion for continuous improvement in a fast-paced service environment.

Key Responsibilities

1. Customer Experience Excellence

• Ensure delivery of a premium, consistent, and seamless customer experience aligned with the brand positioning of a luxury limo service.
• Develop and implement customer service standards, scripts, and quality assurance processes.
• Handle escalations and ensure timely and satisfactory resolution of customer complaints.
• Continuously identify opportunities to enhance customer satisfaction and loyalty.

2. Contact Center Operations Management

• Lead, coach, and supervise a team of contact center agents to achieve high performance.
• Manage daily operations including call handling, scheduling, workforce planning, and service levels.
• Ensure adherence to SLAs such as response time, call quality, and resolution time.
• Coordinate with internal teams (operations, drivers, dispatch, etc.) to resolve customer issues effectively.

3. KPI Monitoring & Performance Management

• Define, track, and optimize key performance indicators, including:

- Customer Satisfaction (CSAT).

- First Call Resolution (FCR).

- Average Handling Time (AHT).

- Service Level and Response Time.

- Complaint Resolution Rate.

• Conduct regular performance reviews and provide coaching and feedback to agents.
• Implement corrective actions and improvement plans when KPIs are not met.

4. Data Analysis & Reporting

• Monitor contact center performance through data analysis and reporting tools.
• Prepare daily, weekly, and monthly performance reports for management.
• Analyze trends, customer feedback, and operational data to identify gaps and improvement opportunities.
• Use insights to recommend and implement process enhancements.

5. Team Leadership & Development

• Recruit, train, and mentor contact center staff.
• Foster a positive and high-performance team culture.
• Develop training programs to enhance communication, problem-solving, and service skills.
• Conduct regular team meetings and performance evaluations.

6. Process Improvement & Quality Assurance

• Establish and monitor quality assurance frameworks.
• Implement best practices in call center management and customer service.
• Continuously improving processes to increase efficiency and service quality.

Requirements

Qualifications

• Bachelor’s degree in Business Administration or a related field.
• 5+ years of experience in contact center operations, with at least 2 years in a managerial role.
• Proven track record of achieving and exceeding customer service KPIs.
• Strong experience in performance management, coaching, and team leadership.
• Proficiency in data analysis, reporting tools, and CRM/contact center systems.
• Excellent communication skills in Arabic and English.
• Strong problem-solving and decision-making abilities.
• Ability to work in a fast-paced, customer-centric environment.

Preferred Skills

• Experience in transportation, logistics, or hospitality industries.
• Familiarity with workforce management tools and call center technologies.
• Strong analytical mindset with attention to detail.

Key Competencies

• Customer-centric mindset.
• Leadership and team development.
• Analytical thinking.
• Operational excellence.
• Problem-solving and decision-making.
• Communication and influence.

Success Metrics

The success of this role will be measured by:

• Achievement of customer experience KPIs (CSAT, FCR, etc.).
• Improvement in service efficiency and resolution times.
• Team performance and engagement levels.
• Effectiveness of reporting and actionable insights.