Call Center Manager📣 Job Ad

Role Overview

Guthmi Group is seeking an experienced Call Center Manager to lead, restructure, and optimize its call center operations. This full-time role is based in Jeddah, Makkah, Saudi Arabia, and requires a professional with 5-10 years of relevant experience. The successful candidate will be instrumental in driving sales growth, enhancing customer experiences, and guiding critical cross-functional projects.

Key Responsibilities

• Lead the strategic restructuring of the call center department to improve efficiency, agent performance, and service quality.
• Develop and execute sales-enhancement initiatives to increase revenue per contact, improve conversion rates, and expand upsell/cross-sell opportunities across channels.
• Design and implement customer communication strategies that maximize satisfaction, retention, and loyalty, while maintaining a high Net Promoter Score (NPS).
• Manage end-to-end contact center operations, including staffing, training, coaching, quality assurance, scheduling, and performance analytics.
• Collaborate with sales, marketing, and product teams to align on messaging, campaigns, and customer journey improvements.
• Lead B2B and B2C engagement programs, ensuring tailored approaches for enterprise clients and individual customers alike.
• Oversee project portfolios related to contact center initiatives, including technology deployments (IVR, CRM, contact routing), process improvements, and performance metrics.
• Develop and monitor Key Performance Indicators (KPIs) such as average handle time, first contact resolution, customer satisfaction, service level agreements, and adherence to compliance standards.
• Foster a customer-centric culture through coaching, recognition, and continuous development of frontline staff.
• Prepare and present reports to senior leadership on performance, roadmap, risks, and Return on Investment (ROI) of initiatives.

Strategic Focus Areas

This role is central to the strategic evolution of the call center, focusing on significant operational restructuring and the implementation of initiatives designed to enhance sales performance. The Manager will drive strategies to improve customer satisfaction and loyalty across all communication channels, ensuring alignment with overall business objectives.

Operational Leadership and Development

The Call Center Manager will provide comprehensive operational leadership, overseeing all aspects from staffing and training to quality assurance and performance analytics. This includes managing key projects, such as technology deployments and process improvements, and ensuring that all operations meet defined service levels and compliance standards.

Qualifications and Education

• Bachelor’s degree in Business, Communications, Operations Management, or a related field.
• An advanced degree or relevant certifications are considered a plus.

Required Experience and Candidate Profile

Candidates should possess 5-10 years of experience in call center management. The ideal candidate will have a proven track record of driving sales growth within both B2B and B2C environments, delivering exceptional customer experiences, and successfully guiding cross-functional projects from inception to delivery.