Call Centre & Contact Centre Professional

Job description

The role focuses on managing and optimizing contact centre operations across voice, email, chat, and digital channels. Lead team leaders/supervisors and drive performance through coaching, KPIs, and structured scorecards. Improve customer experience outcomes (CSAT, NPS, first contact resolution) while balancing efficiency and service levels. Partner with workforce management to manage forecasting, scheduling, real‑time adherence, and capacity planning. Implement QA frameworks, calibration routines, root‑cause analysis, and continuous improvement initiatives. Oversee onboarding, training, and knowledge management to maintain readiness and consistent service standards. Deliver performance reporting (AHT, ASA, abandonment, conversion, complaints, attrition) with actionable improvement plans. Support adoption of contact centre technology (CRM, CCaaS/telephony platforms, diallers, QA tools, analytics/BI). Ensure customer handling and data practices align with Saudi data protection (PDPL) and internal governance. Maintain safe working practices in line with employer obligations and site HSE requirements

Requirements

• Proficient in Excel
• Proficient in Git
• Experience in sales
• Team leadership
• Time management
• Stakeholder management
• Six Sigma
• Quality assurance
• Compliance
• Data protection
• 6–12+ years experience in call/contact centre environments
• 3–6+ years experience in leadership or specialist ownership
• Proficient with CRM systems (e.g., Salesforce, Zendesk, ServiceNow)
• Proficient with CCaaS/telephony platforms
• Proficient with WFM tools
• Proficient with QA tools
• Proficient with analytics using Excel/Google

Skills