Contact Center Operations Manager

About the Role

Holool Aloula (NCBS National Company for Business Solutions) is seeking a Contact Center Operations Manager to join their team in Riyadh, Saudi Arabia. This full-time role involves overseeing and managing the overall contact center operations to ensure operational efficiency, service quality, and the achievement of business targets.

Role Purpose

The primary purpose of this position is to lead operational teams, optimize workforce utilization, monitor performance, and ensure consistent delivery of an excellent customer experience. The manager will be responsible for meeting contractual and organizational Key Performance Indicators (KPIs) within the contact center environment.

Key Responsibilities

• Oversee daily contact center operations across inbound and outbound channels, ensuring service levels and operational targets are achieved.
• Develop and implement operational strategies to improve 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, identifying gaps and implementing 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

• Proven experience (5-10 years) 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.

Location and Work Type

This is a full-time position based in Riyadh, Saudi Arabia.

Application Process

Interested candidates are invited to apply for this role.