Contact Center Professional

Job description

Improves daily contact center operations across voice, email, chat, and digital channels. Manages team leaders and supervisors, and enhances performance through training, performance metrics, and evaluation cards. Enhances customer experience (CSAT, NPS, first contact resolution) while maintaining efficiency and service levels. Coordinates with workforce management to determine forecasting, scheduling, and capacity planning. Applies quality assurance frameworks, root cause analysis, and continuous improvement initiatives. Oversees training and knowledge management to ensure service readiness. Provides performance reports with actionable improvement plans. Supports the adoption of contact center technologies (CRM, CCaaS/phone platforms, analytics tools). Ensures data handling compliance with Saudi data protection requirements (PDPL) and internal governance. Maintains safe work practices in accordance with employer commitments and safety requirements

Requirements

• Excel
• sales
• team leadership
• time management
• stakeholder management
• Six Sigma
• quality assurance
• compliance
• data protection

Skills