Call Center Operations Manager📣 إعلان

About TestCrew

TestCrew | Quality Engineering & Software Testing is a Saudi-born leader in Quality Engineering, Digital Assurance, and Digital Engineering. The company enables enterprises to build and scale technology with confidence, serving sectors such as banking, government, telecom, aviation, retail, and SportsTech. With a team of over 1000 experts across KSA, UAE, Jordan, Egypt, India, and Europe, TestCrew provides end-to-end solutions including digital assurance, cloud-native migration, DevOps, SRE, managed services, and technology licensing. The organization is a trusted partner for large-scale digital transformation and modernization initiatives in complex, high-availability environments.

Role Overview

TestCrew is seeking a Call Center Operations Manager to oversee the daily operations of its outsourced call center in Riyadh, Saudi Arabia. This full-time role is responsible for ensuring service quality, regulatory compliance, and adherence to contractual obligations. The Manager will act as the primary liaison between the company and the external vendor, ensuring seamless coordination, operational excellence, and alignment with the requirements of the Saudi Central Bank (SAMA).

Key Responsibilities

• Monitor daily call center performance through dashboards and vendor reports.
• Ensure adherence to SLA metrics, including response time, handling time, and abandonment rate.
• Coordinate with vendor Workforce Management (WFM) teams to maintain optimal staffing levels.
• Conduct weekly and monthly performance review meetings with the vendor.
• Ensure compliance with contractual obligations, KPIs, and operational standards.
• Manage escalation processes for operational and technical issues.
• Review call quality, call recordings, and customer interactions.
• Identify improvement areas and implement corrective actions to enhance customer experience.
• Ensure vendor compliance with SAMA regulations and guidelines.
• Oversee adherence to PDPL and data privacy requirements.
• Monitor implementation of cybersecurity and API security controls.
• Prepare daily, weekly, and monthly operational reports.
• Conduct root cause analysis for recurring issues.
• Support forecasting and capacity planning activities.

Deliverables

• Daily, weekly, and monthly performance reports.
• Call quality evaluation reports.
• Regulatory compliance reports.
• Operational risk and incident reports.
• Customer experience improvement plans.
• Corrective action plans for operational gaps.

Qualifications and Experience

• 5-10 years of experience in call center operations management.
• Demonstrated ability to manage outsourced vendor relationships.
• Strong understanding of regulatory compliance, particularly SAMA regulations.
• Proficiency in performance monitoring, quality assurance, and reporting.

Reporting Structure

This role reports to the Head of Operations and will work closely with the Information Security, Compliance, Risk Management, IT, and Customer Complaints teams.