Join DotLynx Recruitment as a Call Center Manager! As the Call Center Manager, you will take charge of overseeing the daily operations of the call center. Your main goal will be to ensure efficient service delivery, meet KPIs, and maintain high levels of customer satisfaction. This position requires strong leadership and operational excellence, along with the ability to implement strategies that align with the company's objectives.
Key Responsibilities:- Lead, manage, and motivate a team of call center supervisors and agents to achieve performance targets.
- Develop and implement strategies to improve service levels, productivity, and customer satisfaction.
- Monitor key metrics (AHT, FCR, CSAT, SLAs) and prepare regular performance reports for management.
- Ensure compliance with Saudi labor laws, company policies, and quality standards.
- Implement workforce planning, scheduling, and resource allocation to meet call volumes effectively.
- Train and develop staff through coaching, mentoring, and performance reviews.
- Manage escalations, resolve customer complaints, and ensure timely follow-ups.
- Collaborate with IT and CRM teams to enhance call center technology and reporting tools.
- Control operational costs while maintaining service efficiency.
- Drive continuous improvement initiatives within the call center.
Qualifications & Skills:- Bachelor’s degree in Business Administration, Management, or related field.
- Minimum 710 years of experience in call center operations, with at least 3 years in a managerial role.
- Strong leadership and people management skills.
- Excellent communication in English and Arabic (preferred).
- Knowledge of call center software (CRM, ACD, IVR, WFM systems).
- Analytical mindset with strong problem-solving skills.
- Ability to thrive in a fast-paced and customer-focused environment.
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