Call Centre & Contact Centre Professionals

Job description

Professionals lead and optimise daily contact centre operations across voice, email, chat, and digital channels. They manage team leaders and supervisors, driving performance through coaching, KPIs, and structured scorecards. They improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency and service levels. They partner with workforce management to handle forecasting, scheduling, real‑time adherence, and capacity planning. They implement QA frameworks, calibration routines, root‑cause analysis, and continuous improvement initiatives. They oversee onboarding, training, and knowledge management to maintain service readiness. They deliver performance reports (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans. They support adoption of contact centre technologies (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI). They ensure customer handling and data practices comply with Saudi data protection (PDPL) and internal governance. They maintain safe working practices in line with employer obligations and site HSE requirements

Requirements

• proficient in Excel
• proficient in Git
• experience in sales
• people leadership
• time management
• data protection
• 6+ years of experience
• proficient in coaching teams
• proficient in performance management
• proficient in change delivery
• proficient in KPI‑driven operations management
• knowledge of Lean or Six Sigma
• proficient in WFM fundamentals (forecasting, scheduling, real‑time management, adherence)
• proficient in quality assurance and training design
• proficient in escalation and complaints management
• proficient in CX improvement
• proficient in stakeholder management across operations, IT, compliance, sales, and HR
• proficient with CRM systems (e.g., Salesforce, Zendesk, ServiceNow)
• proficient with CCaaS/telephony platforms
• proficient with diallers
• proficient with WFM tools
• proficient with QA platforms and reporting tools (Excel/Google Sheets)

Skills