168 Call Center Manager jobs in Saudi Arabia

Job Title:
Call Center Operations Manager

Location:
AlUla, Saudi Arabia

We are seeking a highly capable Call Center Operations Manager to lead and manage the daily operations of our contact center. The ideal candidate will ensure the delivery of high-quality customer service, achieve operational targets, enhance efficiency and productivity, and maintain full compliance with established standards and policies.

Key Responsibilities:

• Develop and implement daily, weekly, and monthly operational plans for the contact center
• Monitor key performance indicators (KPIs) such as response rate, average call duration, customer satisfaction, and first call resolution (FCR)
• Supervise teams (supervisors, customer service agents, technical support) and allocate tasks based on workload
• Ensure compliance with quality policies and standard operating procedures (SOPs)
• Analyze performance reports and provide recommendations to senior management for operational improvements
• Lead continuous improvement initiatives to enhance system and technology efficiency
• Oversee employee training and development plans to ensure team readiness
• Manage shift schedules and staffing to meet expected call volumes
• Coordinate with other departments (IT, HR, Sales, etc.) to support contact center needs
• Handle critical cases and major customer complaints professionally and ensure proper resolution

Qualifications & Experience:

• Bachelor's degree in Business Administration, Information Technology, or a related field
• Minimum of 5 years of experience in contact center or customer service management, including at least 2 years in a leadership role

Required Skills:

• Advanced knowledge of call center systems such as CRM, ACD, IVR
• Strong data analysis skills and ability to interpret performance reports
• Proficiency in English (spoken and written)
• Leadership and team management capabilities
• Excellent verbal and written communication skills
• Quick decision-making and problem-solving abilities
• Strong customer service orientation and commitment to satisfaction

About noon

We're building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we're looking for a AVP - Contact Center Operations who can help us move even faster.

noon's mission: Every door, every day.

What you'll do:

Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.

This role will be responsible for overseeing the day-to-day operations of our multi-channel customer service center in Saudi Arabia. This pivotal role ensures that our KSA customers receive world-class support across all touchpoints (call, chat, email, social media) in line with our brand promise. Role will drive performance against key metrics (SLAs, CSAT, AHT), lead and develop a high-performing team, and implement strategic initiatives to optimize efficiency and enhance the overall e-commerce customer experience in the local market.

Key Responsibilities

I. Operational Performance & Efficiency

• Develop and execute a comprehensive Customer Service and CX strategy tailored to the KSA e-commerce landscape, aligning with the company's overall business and growth objectives.
• KPI Management:
  Define, track, and consistently achieve critical Contact Center KPIs, including Service Level (SL), Customer Satisfaction (CSAT), First Contact Resolution (FCR), Average Handle Time (AHT), and Quality Assurance (QA) scores.
• Workflow Optimization:
  Continuously analyze contact center processes, identifying and implementing improvements to enhance efficiency, reduce costs, and streamline customer journeys, particularly for e-commerce-specific issues (order tracking, returns, refunds, payment issues etc).
• Ensure that all customer communication, knowledge base, and self-service tools are fully localized and professionally executed in both
  Arabic (essential)
  and English.
• WFM & Staffing:
  Oversee Workforce Management (WFM) to ensure optimal staffing, scheduling, and resource allocation across all channels to meet fluctuating demand, especially during peak e-commerce seasons.
• Technology & Systems:
  Act as the super-user/owner for all Contact Center technology (CRM, IVR, WFM tools). Ensure systems are configured and utilized effectively to support operational goals.
• Oversee the effective utilization of CRM, ticketing, and automation technologies to optimize service delivery.
• Handle high-level customer escalations, MCI and complex complaints with professionalism and final resolution.

II. Team Leadership & Development

• Lead, mentor, and motivate the KSA Customer Service team, including supervisors and agents, to achieve high-performance metrics and deliver exceptional service quality.
• Oversee recruitment, training, and onboarding programs, ensuring the team is proficient in product knowledge, e-commerce processes, CRM systems, and KSA customer etiquette.
• Conduct regular performance reviews, provide constructive feedback, and establish clear career progression paths.
• Champion a customer-centric culture across the entire KSA organization.

III. Customer Experience

• Voice of Customer (VoC):
  Analyze customer feedback, data, and call center trends to provide actionable insights to senior management and cross-functional teams (Logistics, Tech, Product) to drive continuous improvement in the e-commerce platform and service.
• Local Expertise:
  Ensure service delivery is culturally relevant and compliant with KSA business and consumer protection regulations.
• Escalation Management:
  Handle escalated and complex customer issues, and VIP complaints with professionalism, ensuring swift, effective, and compliant resolutions that reinforce brand trust.

IV. Cross-Functional Collaboration

• Collaborate with Product, Tech, Operations, and Logistics teams to implement process improvements that eliminate friction and enhance the overall e-commerce experience.

V
.
Compliance & Quality:

• Establish and enforce quality assurance standards for all customer interactions, ensuring adherence to company policies and local KSA consumer protection laws and regulations.
• Implement and maintain a robust quality monitoring and coaching program.

What you'll need:

• Education:
  Bachelor's degree, Operations Management, or a related field.
• Experience:
  Minimum of
  7 years of progressive experience
  in contact center/call center operations, with at least
  3 years in a management role
  for a high-volume operation, preferably within the
  e-commerce, retail, or tech industry.
• Proven track record of building and managing customer service operations in Saudi Arabia (KSA).
• Language:
  Bilingual fluency in Arabic (written and spoken) and English (written and spoken) is essential.
• Technical Proficiency:
  Knowledge of CRM platforms, IVR systems, and WFM tools.
• Leadership:
  Proven track record of leading, coaching, and motivating large teams to achieve challenging performance targets.
• Excellent conflict resolution, negotiation, and communication (written and verbal) skills.
• Analytical Skills:
  Strong analytical ability to translate raw data (KPIs, CSAT scores) into actionable operational strategies.
• KSA Market Knowledge:
  In-depth understanding of the KSA customer service landscape, consumer expectations, and local business practices.

Preferred Qualifications

• Experience in a regional (MENA) or international customer service environment and e-commerce background
• Certification in Contact Center Management

Who will excel?

• We're looking for people with high standards, who understand that hard work matters.
• You need to be relentlessly resourceful and operate with a deep bias for action.
• We need people with the courage to be fiercely original.
• noon is not for everyone; readiness to adapt, pivot, and learn is essential.

Job summary:

The Contact Center Agent is responsible to receive incoming calls, respond to all customer inquiries and requests, and ensures that customer satisfaction is achieved at the end of every call.

Duties & Responsibilities:

• Receive all incoming calls through CISCO and quickly respond to them.
• Deal well with the caller (insured member) in line with the nature of the inquiry and in a manner benefiting the status of the company and trying to satisfy them permanently.
• Register all inquiries received in the CISCO system.
• Implement the customer service procedures and instructions approved by the Contact Center Manager.
• Commit with the instructions of the Quality Unit to ensure work progress in accordance with the procedures and instructions approved by the Contact Center Manager.
• Commit with the instructions of the internal regulations for Contact Center employees approved by the Contact Center Manager.
• Execute all customer requests received and serve them by providing correct information after verifying the systems in place.
• Record all complaints and incidents received at the Contact Center and ensure that they are entered correctly on the CRM according to the department concerned with resolving the complaint.
• Take any other additional requests given by the direct supervisor.

Skills & Qualifications:

• University degree is preferable.
• Fluent in Arabic and English.
• Punctuality and discipline in attendance.
• Excellent interpersonal and communication skills, including remarkable questioning and listening skills and the ability to communicate with the wide range of people, including clients.
• Business applications: Microsoft office (Microsoft Word, Microsoft Excel, Microsoft Power Point).
• Problem analysis and solving.
• Ability to multi-task and tolerate stress.
• Active learning: Understanding the implications of new information for both current and future problem solving and decision making.
• Ability to work under pressure.

We are looking for a motivated Contact center Agent to join our team. The ideal candidate will manage customer interactions across multiple channels, including phone, email, and messages, ensuring high quality service and timely resolution of inquiries.

Key Responsibilities:

• Handle inbound and outbound calls, emails, and messages regarding reservations and

inquiries.

• Assist customers in making, changing, or canceling reservations for services or products

• Provide detailed information about services, pricing, and availability.

• Resolve customer complaints and issues in a professional and efficient manner.

• Maintain accurate records of customer interactions and transactions in the database.

• Collaborate with other departments to ensure customer needs are met.

Requirements: Good command of Arabic & English languages, Computer skills. required experience for minimum 2 years in the same position.

Qualifications: Previous experience in contact center or customer service role preferred.

Opera cloud system & Opera system & Resa system

Are you passionate about serving the community and providing exceptional customer support? We are looking for a dedicated
Contact Centre Agent
to join our team You will play a vital role in managing inbound and outbound calls, scheduling home visits, and assisting social beneficiaries with their inquiries.

Key Responsibilities:

• Handle inbound and outbound calls efficiently and professionally.
• Arrange and manage home visit appointments for surveys.
• Address inquiries related to scheduling and rescheduling visits.
• Ensure accuracy and attention to detail when inputting data.
• Build strong relationships with social beneficiaries while providing excellent customer service.
• Work independently to solve problems and negotiate scheduling solutions.

Qualifications & Knowledge:

• Bachelor's degree in a relevant subject.
• Tech-savvy with experience using CRM systems, ATS, or similar platforms.
• Bi-lingual fluency in
  English and Arabic
  is required.

Skills & Competencies:

• Strong communication and active listening skills.
• Excellent relationship-building and customer service abilities.
• Problem-solving, negotiation, and adaptability skills.
• Attention to detail with accurate data entry.
• High reliability, integrity, and a compassionate approach to work.
• Passionate about supporting and serving the community.

Experience:

• Minimum
  2 years' experience
  in customer service.
• Previous experience in a contact centre is
  desirable
  .
• Exposure to working with social beneficiaries is a plus but not essential.

Why Join Us?

• Be part of a purpose-driven team making a real impact in the community.
• Work in a dynamic and supportive environment with opportunities for growth.

We are seeking a motivated and results-driven Telemarketer to join our dynamic AlMeswak Medical Group Contact Center team. In this role, you will be responsible for making outbound calls, sending emails, managing web chats and WhatsApp communications to marketing leads, potential and existing customers to promote products, services, or special offers, with the goal of scheduling appointments.

MAJOR DUTIES & RESPONSIBILITIES:

• Make outbound calls using a prepared script to promote products or services.
• Respond to WhatsApp chats promoting the services.
• Contact potential customers from provided leads and/or other databases.
• Explain products, offers and services and answer questions from patients.
• Maintain a professional and positive tone in all patient interactions.
• Record patient information and outcomes of each call accurately in the CRM system.
• Follow up on leads and patient inquiries as needed.
• Meet or exceed daily/weekly/monthly call and conversion targets.
• Handle objections, rejections, and questions in a courteous and effective manner.
• Work closely with team members and team leader to share best practices.
• Comply with all company policies, procedures, and quality standards.
• Attend to scheduled shifts on time and adhere to break timing.
• Achieve the target of effectiveness in each interaction with the patient.
• Adhere to the call quality standards.

PREREQUSITE PROFILE :

Education:

• High school diploma or equivalent; additional education or certifications in sales or communication are a plus.

Experience:

• Proven experience as a telemarketer, sales representative, or similar role preferred.
• Excellent communication and interpersonal skills.
• Confident, persuasive, and customer-focused.
• Basic computer skills and experience with CRM systems.
• Ability to handle high call volumes and work in a fast-paced environment.
• Goal-oriented with a strong work ethic and attention to detail.

Skills and Knowledge:

• Multi-tasking

• Flexibility

• Telephone skills

• Customer service

• Time management

• Sales Skills

• Organization

• Attention to detail

• Scheduling

• Word processing

• Professionalism

• Quality focus

• Corporate Responsibility

• Communication

Job Title:
Contact Center Specialist

Location:
AlUla, Saudi Arabia

Job Description:

Responsible for providing support and responding to beneficiaries through the unified contact center by professionally handling incoming calls, inquiries, complaints, and feedback. The role aims to enhance customer experience and increase satisfaction with the services provided.

Key Responsibilities:

• Receive and process calls, inquiries, and complaints with professionalism and efficiency.
• Ensure accurate documentation and follow-up on customer interactions.
• Provide clear and helpful information to beneficiaries regarding services.
• Collaborate with relevant teams to resolve issues and improve service delivery.
• Contribute to improving customer satisfaction and service quality.

Qualifications:

• Diploma or Bachelor's degree in Business Administration or a related field.
• Preferably with at least one year of experience in a contact center or customer service role.
• Familiarity with contact center systems and applications such as CRM and call handling tools.

Maximus Gulf is recruiting a
Contact Centre Manager
to lead multi-team operations delivering appointment booking and beneficiary support services across large-scale government and social programmes.

This pivotal role ensures operational excellence, service quality, and achievement of KPIs across inbound and outbound contact centre functions. The role will drive performance, workforce optimisation, and the professional development of team leaders and agents.

What You'll Do

• Lead day-to-day operations across multiple inbound and outbound teams.
• Ensure service levels, productivity, and quality targets are consistently achieved.
• Coach and develop team leaders and agents to maintain high standards of delivery.
• Oversee compliance with data privacy, safeguarding, and quality assurance frameworks.
• Track and report on key metrics (AHT, CSAT, QA, FCR, etc.) and implement improvement initiatives.
• Partner with IT and systems teams to enhance CRM, telephony, and case management tools.
• Collaborate with programme teams to ensure alignment with project goals and beneficiary outcomes.

What You'll Bring

• 8+ years of contact centre experience, including 3+ years in a managerial or multi-team leadership role.
• Proven record of achieving operational KPIs in large-scale inbound/outbound environments.
• Strong people leadership, coaching, and analytical skills.
• Excellent communication in
  Arabic and English
  .
• Experience in beneficiary services, social programmes, or public/NGO environments is preferred.

If you're an experienced contact centre leader who thrives on building high-performing teams and driving measurable impact, we'd like to hear from you.

#ContactCentre #OperationsLeadership #CustomerExperience #ServiceExcellence #MaximusGulf

About the Team

At Trendyol Growth, we align pricing, discount, and marketing strategies to drive sustainable and scalable growth. We work cross-functionally with teams like Product, Category, and Operations to uncover opportunities and deliver impact. With a strong learning culture and data-driven mindset, we grow together — as individuals and as a team.

As a Contact Center Manager, you'll be the key point of contact for our local inbound operations, directly managing our outsource vendors. You'll be responsible for actively monitoring critical KPIs like Service Level and First Contact Resolution to ensure we're delivering a high-quality customer experience. This role is a blend of operational oversight and strategic project management, where you'll drive improvements to achieve a better service quality.

• • Responsible for managing outsource vendor and acting as a POC for local inbound operations; with contact center operations, quality and financial perspective
• Together with Planning & Monitoring team, actively monitoring vendor customer service KPIs like SL, AHT, ACHT, ACWT, FCR and taking actions about not met KPIs in case of need
• Periodically meeting with vendors and getting feedback for improvement areas
• Tracking agent, vendor CSAT and quality scores
• Developing projects for improving inbound operations to achieve better service quality

• • Bachelor's or Master's Degree in Engineering, Management, Business, or related fields preferred
• Extensive experience in Customer Service departmant
• Fluent in English communication, both written and verbal
• Strong leadership to manage in-house and outsourced teams
• Clear communicator with excellent verbal and written skills
• Strategic and analytical, with a focus on performance and KPIs
• Customer-focused and committed to service excellence
• Problem-solver with the ability to act quickly and effectively
• Relationship builder with vendors and cross-functional teams
• Adaptable in a fast-paced, changing environment
• Process-oriented with attention to detail

What We Offer

• Personalised training allowance and learning opportunities: Use your annual budget for any training or conference of your choice, explore our Learning Management System (LMS) anytime, and join in-person learning sessions offered throughout the year.
• Responsibility from day one: Take full ownership from the start in a culture where every voice is heard and valued.
• A diverse, international team: Collaborate with global peers across our offices in Berlin, Amsterdam, Dubai, and beyond, in a startup-spirited and collaborative environment.
• Opportunities to grow with the best: Tackle meaningful challenges, develop through hands-on experience, and grow with the support of expert guidance and global mentoring.
• Meaningful connections beyond tasks: Be part of team rituals, events, and social activities that help us stay connected and inspired.

Take the Next Step

If this role excites you, apply today, we look forward to taking the next step with you.

Want to get to know the team better first? Explore our Career Website, LinkedIn, or YouTube to learn more about #LifeatTrendyol and how we work.