Contact Center Project Manager

About the Role

Holool Aloula (NCBS National Company for Business Solutions) is seeking a Contact Center Project Manager in Riyadh. This full-time role is responsible for ensuring the successful delivery of client outcomes, including KPI performance, SLA compliance, accurate reporting, and financial reconciliation. The Project Manager acts as the primary liaison between clients and internal operational teams, focusing on delivery rather than day-to-day floor operations.

Key Responsibilities

• Serve as the primary point of contact for assigned clients, maintaining professional relationships at operational and executive levels.
• Lead weekly operational reviews and monthly/quarterly business reviews (MBRs/QBRs), presenting performance analysis, root causes, and corrective action plans.
• Manage client expectations, escalations, and change requests, resolving disputes promptly.
• Identify opportunities for scope expansion, service enhancement, and client retention.

Performance and Compliance

• Own the KPI framework for each client account (*, service level, CSAT/NPS, FCR, AHT, abandonment rate, quality scores, schedule adherence, attrition) and monitor performance against contractual targets.
• Produce accurate and timely performance reports and dashboards for clients and internal leadership.
• Analyze performance trends and variances, agree corrective actions with operations leaders, and track them to closure.
• Monitor SLA breaches, assess penalty and credit exposure, and oversee remediation plans.

Financial Reconciliation and Accuracy

• Reconcile delivered volumes, handled contacts, staffed hours, and FTE utilization against client data and contractual terms.
• Prepare and validate monthly invoicing inputs, resolving billing discrepancies with clients and the finance team.
• Track SLA credits, bonuses, penalties, and rate-card changes, maintaining a complete audit trail.
• Support forecasting, capacity planning assumptions, and commercial reviews to safeguard margin and contractual compliance.

Project and Change Management

• Deliver client-facing initiatives, including campaign launches, process and script changes, reporting enhancements, and tool or channel changes.
• Develop and maintain project plans, RAID logs, and status reports, coordinating operations, workforce management, quality, training, IT, and finance to achieve milestones.
• Ensure all changes are documented, formally approved by the client, and reflected in contracts and reporting.

Governance and Compliance

• Conduct governance meetings and maintain current documentation, including SOWs, SLAs, process documents, and meeting minutes.
• Ensure delivery and reporting comply with client requirements and applicable data privacy and security standards.

Qualifications and Experience

Candidates should possess 5-10 years of relevant experience in project management, particularly within a contact center environment. This full-time position requires a professional who can effectively manage client relationships and ensure the successful delivery of complex projects.