Contact Center Manager

A BPO (Business Process Outsourcing) Contact Center Manager is responsible for overseeing the day-to-day operations of client projects in a BPO environment. The Contact Center Manager manages a team of managers and ensures that service level agreements are met or exceeded.

Key Responsibilities:

• Team Management: Recruit, train, and develop a team of customer service representatives. Manage their performance, provide coaching and feedback, and create opportunities for professional growth.
• Operations Management: Oversee the contact center's daily operations, including scheduling, resource allocation, and workflow management. Identify and implement process improvements to enhance efficiency and productivity.
• Quality Assurance: Establish and maintain quality assurance standards for customer interactions. Monitor and evaluate the performance of the customer service team, and implement corrective actions as needed.
• Data Analysis and Reporting: Collect, analyze, and interpret contact center data, such as call volumes, average handling times, and customer satisfaction scores. Use this data to make informed decisions and drive continuous improvement.
• Budgeting and Resource Management: Manage the contact center's budget, including staffing, technology, and other operational costs. Ensure efficient use of resources and identify opportunities for cost savings.
• Collaboration and Stakeholder Management: Work closely with other departments, such as marketing, sales, and IT, to ensure seamless customer experiences. Communicate effectively with internal and external stakeholders to address their needs and concerns.
• Compliance and Risk Management: Ensure the contact center's operations are in compliance with relevant laws, regulations, and industry standards. Identify and mitigate potential risks to the business.
  
  
  

Qualifications:

• Bachelor's degree in business, Operations Management or related field.
• Minimum of 7-10 years of experience in a similar role, with at least 5 years in a BPO environment.
• Proven track record of managing successful BPO projects and delivering results.
• Strong leadership and people management skills with the ability to motivate and inspire teams.
• Excellent communication and interpersonal skills with the ability to build strong relationships with clients and stakeholders.
• Solid understanding of BPO industry trends and best practices.
• Proficient in Microsoft Office and project management tools.
• Good command in both languages Arabic & English is a MUST.
• Six Sigma, Lean and COPC certifications is a plus.