Contact Center Manager

About the Role

2P Perfect Presentation is seeking an experienced Contact Center Manager to join their team in Jizan, Saudi Arabia. This full-time role involves overseeing daily contact center operations to ensure high-quality customer service and achieve operational and performance targets.

Key Responsibilities

• Manage daily contact center operations and ensure smooth service delivery.
• Monitor Key Performance Indicators (KPIs), Service Level Agreements (SLAs), productivity, quality, and customer satisfaction.
• Lead, coach, and develop contact center teams and supervisors.
• Manage escalations and ensure timely resolution of customer issues.
• Prepare and review operational reports and performance dashboards.
• Identify opportunities to improve processes, efficiency, and customer experience.
• Coordinate with internal teams and stakeholders to achieve business objectives.

Qualifications and Experience

• Bachelor’s degree in Business Administration or a related field.
• A minimum of 3 years of experience in Contact Center or Customer Service operations, including management experience.
• Strong knowledge of contact center KPIs, SLAs, and quality standards.

Required Skills

• Excellent leadership, communication, and problem-solving skills.
• Strong analytical and reporting skills.
• Proficiency in Microsoft Office, especially Excel and PowerPoint.
• Experience with CRM and contact center systems is preferred.

Work Type

This is a full-time position based in Jizan, Saudi Arabia, requiring 2-5 years of relevant experience.

Application Process

Candidates who meet the above qualifications are encouraged to apply. Salary details will be discussed during the interview process.