Call Center Operations Manager

Job Title: Call Center Operations ManagerLocation: AlUla, Saudi ArabiaWe are seeking a highly capable Call Center Operations Manager to lead and manage the daily operations of our contact center. The ideal candidate will ensure the delivery of high-quality customer service, achieve operational targets, enhance efficiency and productivity, and maintain full compliance with established standards and policies.Key Responsibilities:Develop and implement daily, weekly, and monthly operational plans for the contact centerMonitor key performance indicators (KPIs) such as response rate, average call duration, customer satisfaction, and first call resolution (FCR)Supervise teams (supervisors, customer service agents, technical support) and allocate tasks based on workloadEnsure compliance with quality policies and standard operating procedures (SOPs)Analyze performance reports and provide recommendations to senior management for operational improvementsLead continuous improvement initiatives to enhance system and technology efficiencyOversee employee training and development plans to ensure team readinessManage shift schedules and staffing to meet expected call volumesCoordinate with other departments (IT, HR, Sales, etc.) to support contact center needsHandle critical cases and major customer complaints professionally and ensure proper resolutionQualifications & Experience:Bachelor’s degree in Business Administration, Information Technology, or a related fieldMinimum of 5 years of experience in contact center or customer service management, including at least 2 years in a leadership roleRequired Skills:Advanced knowledge of call center systems such as CRM, ACD, IVRStrong data analysis skills and ability to interpret performance reportsProficiency in English (spoken and written)Leadership and team management capabilitiesExcellent verbal and written communication skillsQuick decision-making and problem-solving abilitiesStrong customer service orientation and commitment to satisfaction