Call Centre & Contact Centre Professional

Job description

The role focuses on leading and optimizing daily contact centre operations across voice, email, chat and digital channels. Manage team leaders/supervisors and drive performance through coaching, KPIs and structured scorecards. Improve customer experience metrics (CSAT, NPS, first contact resolution) while maintaining efficiency and service levels. Partner with workforce management to handle forecasting, scheduling, real‑time adherence and capacity planning. Implement quality assurance frameworks, calibration routines, root‑cause analysis and continuous improvement initiatives. Oversee onboarding, training and knowledge management to ensure service readiness. Deliver performance reports (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans. Support adoption of contact centre technologies (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI). Ensure customer handling and data practices comply with Saudi data protection (PDPL) and internal governance. Maintain safe working practices aligned with employer obligations and HSE requirements

Requirements

• Excel
• Git
• Sales
• Team leadership
• Time management
• Stakeholder management
• Six Sigma
• Quality assurance
• Compliance
• Data protection

Skills