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:

1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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.
7. 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:

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