Contact Center Manager

وصف الوظيفة

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.


  • 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.