Contact Center Operations Manager

About the Role

Holool Aloula (NCBS National Company for Business Solutions) is seeking a Contact Center Operations Manager to oversee and manage all contact center operations. This full-time role is based in Jeddah, Makkah, Saudi Arabia, and focuses on ensuring operational efficiency, service quality, and the achievement of business targets. The manager will lead operational teams, optimize workforce utilization, and monitor performance to deliver an excellent customer experience while meeting contractual and organizational KPIs.

Key Responsibilities

• Oversee daily contact center operations across inbound and outbound channels to achieve service levels and operational targets.
• Develop and implement operational strategies to enhance productivity, efficiency, and customer satisfaction.
• Manage and lead contact center supervisors, team leaders, and operational staff, ensuring effective performance and accountability.
• Monitor key operational KPIs, including Service Level, Average Handling Time (AHT), First Call Resolution (FCR), Abandonment Rate, and Customer Satisfaction (CSAT).
• Ensure optimal workforce planning and resource allocation in coordination with Workforce Management (WFM).
• Review operational reports and performance trends, identify gaps, and implement corrective action plans.
• Ensure compliance with client requirements, contractual obligations, internal policies, and operational procedures.
• Lead continuous improvement initiatives to enhance processes, reduce operational costs, and improve service delivery.
• Coordinate with Quality Assurance, Training, Workforce Management, IT, and other departments to address operational challenges.
• Oversee operational escalations and ensure timely resolution of critical customer and business issues.
• Support recruitment, onboarding, training, and development plans to maintain operational capacity and workforce readiness.
• Manage operational budgets and ensure efficient utilization of available resources.

Qualifications and Experience

• Bachelor's degree in Business Administration, Management, or a related field.
• Proven experience managing large-scale contact center operations, preferably in an outsourced or BPO environment.
• Strong understanding of contact center technologies, CRM systems, WFM tools, and performance management platforms.
• Experience managing client-facing operations and SLA-driven environments.

Required Experience

Candidates should possess 5-10 years of relevant experience in contact center operations management.

Work Type and Location

This is a full-time position located in Jeddah, Makkah, Saudi Arabia.

Application Process

Interested candidates are invited to apply for this role. Salary details will be discussed during the interview process.