Role Summary
The Contact Center Senior Manager leads all customer service operations, ensuring seamless, high-quality support across multiple communication channels. This role focuses on delivering exceptional customer experiences, optimizing performance, and driving operational efficiency while fostering a motivated and high-performing team.
Key Responsibilities
Leadership & Operations
- Oversee day-to-day contact center operations, ensuring KPIs and SLAs are consistently achieved.
- Lead, coach, and develop a team of managers and agents to maintain high service standards.
- Manage escalations effectively and ensure prompt resolution of complex issues.
- Continuously improve processes, technology, and people performance.
Customer Experience
- Drive customer satisfaction and service excellence across all channels (calls, chat, email, social).
- Monitor and improve key metrics such as CSAT, quality, and response time.
- Implement proactive feedback and complaint management processes.
Performance & Reporting
- Analyze performance data and prepare regular operational reports for management.
- Use insights to identify improvement areas and ensure data-driven decision-making.
- Collaborate with internal teams to meet client goals and optimize resource planning.
Stakeholder & Employee Engagement
- Act as a main contact for internal and external partners, ensuring smooth coordination.
- Build vendor relationships and ensure service compliance.
- Promote a positive, engaging work culture that supports employee growth and satisfaction.
Innovation & Improvement
- Implement new technologies and automation to enhance efficiency and service delivery.
- Lead continuous improvement initiatives to boost productivity and customer experience.
Qualifications & Skills
- Bachelor's degree in Business Administration or related field.
- Minimum 5 years in a contact center or customer service leadership role.
- Strong experience managing large teams in a fast-paced, customer-focused environment.
- Excellent analytical, communication, and stakeholder management skills.
- Familiarity with contact center tools and platforms (e.g., Genesys, CRM systems).
- Certification in contact center operations (COPC, Six Sigma, etc.) is Mandatory.
- Fluency in English; Arabic is an advantage.
