Contact Center Manager

Responsibilities

• Lead and develop contact center operations to deliver a premium, consistent, and seamless customer experience
• Manage daily operations including call handling, scheduling, workforce planning, and service levels
• Define, track, and optimize key performance indicators such as CSAT, FCR, AHT, and response times
• Recruit, train, and mentor contact center staff to foster a high-performance team culture
• Conduct regular performance reviews and provide coaching and feedback to agents
• Analyze trends and operational data to prepare daily, weekly, and monthly performance reports
• Handle customer escalations and ensure timely resolution of complaints
• Establish and monitor quality assurance frameworks and process improvement initiatives

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
• Proficiency in CRM and contact center systems
• Strong data analysis and reporting skills
• Fluency in both Arabic and English
• Proven track record of achieving and exceeding customer service KPIs

Preferred Qualifications

• Experience in the transportation, logistics, or hospitality industries
• Familiarity with workforce management tools and advanced call center technologies
• Strong analytical mindset with high attention to detail

About the Company

SSC HR Solutions provides professional human resources and operational management solutions, focusing on delivering excellence in customer experience and operational efficiency.