Contact Center Manager

Responsibilities

• Ensure delivery of a premium, consistent, and seamless customer experience aligned with luxury limo service standards
• Lead, coach, and supervise a team of contact center agents to achieve high performance
• Manage daily operations including call handling, scheduling, workforce planning, and service levels
• Define, track, and optimize KPIs including CSAT, FCR, AHT, and Service Level
• Prepare daily, weekly, and monthly performance reports for management
• Recruit, train, and mentor contact center staff to foster a high-performance culture
• Establish and monitor quality assurance frameworks and process improvements

Requirements

• Bachelor’s degree in Business Administration or a related field
• 5+ years of experience in contact center operations
• 2+ years of experience in a managerial role
• Proven track record of achieving customer service KPIs
• Proficiency in data analysis, reporting tools, and CRM/contact center systems
• Excellent communication skills in Arabic and English
• Strong problem-solving and decision-making abilities

Preferred Qualifications

• Experience in transportation, logistics, or hospitality industries
• Familiarity with workforce management tools and call center technologies

About the Company

SSC HR Solutions provides specialized recruitment and human resources services.