Call Center Manager (Saudi Arabia)

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:

lComplete 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.

lTeam 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.

lDaily 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.

2. Performance Management & Cost Control:

lKPI 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.

lCost-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.

lData-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.

3. Training & Quality Assurance:

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

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

lQuality 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.

4. Client Relations & Reporting:

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

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

Qualifications & Requirements:

lExperience: 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.

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

lCost & 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.

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

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

lLanguage: 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.

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

We Offer:

lA highly impactful rolethe opportunity to build a core business department from scratch.

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

lA market-competitive, performance-linked compensation and benefits package.

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