Manager of Customer Services & Call Center📣 Job Ad

About the Role

اوقاف للادارة والخدمات العقارية is seeking a dedicated and experienced Manager of Customer Services & Call Center to join our team in Riyadh, Saudi Arabia. This full-time role involves leading and developing all call center and customer service operations to ensure an exceptional experience for customers and tenants across various communication channels. The Manager will be instrumental in setting and implementing strategies, policies, and procedures that enhance customer satisfaction and operational efficiency, while driving digital transformation initiatives.

Key Responsibilities

• Develop and implement the call center and customer service strategy, aligning it with the company's operational and commercial objectives.
• Translate strategic goals into annual operational plans and initiatives, monitoring their execution and results.
• Enhance the customer journey and optimize various customer and tenant interaction touchpoints.
• Lead initiatives to improve customer experience, fostering loyalty and retention.
• Establish key performance indicators (KPIs) and monitor the achievement of operational and service targets.
• Develop and standardize operational policies, procedures, and standards for call center and customer service functions.
• Oversee daily call center operations, ensuring the delivery of high-quality services in line with approved standards.
• Manage all customer communication channels, including phone, email, live chat, and other digital platforms.
• Monitor and resolve critical customer complaints and escalations promptly and effectively.
• Prepare periodic reports and executive dashboards on performance, operations, and customer experience.
• Manage the annual departmental budget, controlling costs and driving operational efficiency.

Performance and Quality Management

The role involves continuous monitoring and improvement of service quality, with a focus on key metrics including:

• Service Level
• Average Speed of Answer (ASA)
• Average Handle Time (AHT)
• Abandonment Rate
• First Contact Resolution (FCR)
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Quality Assurance (QA) Score
• Lead quality improvement programs, continuous development, and operational performance analysis.
• Develop and oversee the implementation of corrective action plans to achieve targets.

Team Leadership and Stakeholder Engagement

• Lead and manage the call center and customer service teams, motivating them to achieve high performance.
• Identify staffing needs and participate in the recruitment of qualified talent.
• Develop and implement training and continuous development plans for employees.
• Manage performance appraisals and individual development plans for team members.
• Foster a culture of customer service excellence within the team.
• Collaborate with various internal departments (Operations, Marketing, Sales, Leasing, Collections, Legal, Maintenance) to ensure efficient handling of customer requests.
• Build effective working relationships with vendors, system providers, and external partners.
• Provide recommendations to senior management for service and process improvements to enhance customer satisfaction.

Qualifications and Experience

• Education: Bachelor's degree in Business Administration, Communications, or a related field. Professional certifications in customer service or call center management (*, COPC, ICMI, CCXP) are required.
• Experience: A minimum of 7-10 years of experience in call center and customer service management, including at least 3 years in a leadership or supervisory position.
• Prior experience leading a call center and improving customer service standards, preferably within the real estate sector or related service industries.
• Demonstrated experience in developing and enhancing customer experience and managing operational performance indicators.
• Strong communication, negotiation, and relationship management skills.
• Ability to prepare comprehensive reports and executive presentations for senior management.
• Language: Fluency in both Arabic and English is essential.

Application Process

We invite qualified candidates to apply for this opportunity. Further details regarding the application process will be provided upon interest.