346 Call Center Manager jobs in Saudi Arabia

One of our clients is in the Real Estate industry in Makkah, Saudi Arabia, and is hiring for the position of Contact Centre / Call Centre Manager.

Location: Makkah, Saudi Arabia

Years of Experience: 10 years

Educational Qualification: Bachelor's degree in Business Administration, Marketing or Public Relations.

Competitive salary including other benefits:

Other Benefits: Medical insurance for the employee and his family; Commission.

Notice Period: Immediate joiners or maximum one-month notice period.

1. Resident of the Kingdom Saudi Arabia.
2. 10+ years of practical experience in the same field.
3. Proficiency in solving problems, training and following up periodically.
4. Has sufficient qualifications to lead a team.
5. Has good skills in developing and implementing strategies.
6. Proficiency in improving and managing customer relationships.
7. Experience as a manager for a minimum 6 years at the same position.
8. Required Saudi National Candidates. In case of non-Saudis, it should match the standards and requirements of the Ministry of Human Resources.

Note: We thank all applicants for their interest however, only those candidates who are shortlisted will be contacted .

Job Purpose

The Call Center Manager will oversee the daily operations of the call center, ensuring efficient service delivery, achieving KPIs, and maintaining high levels of customer satisfaction. This role requires strong leadership, operational excellence, and the ability to implement strategies in alignment with the company's objectives.

Key Responsibilities

• Lead, manage, and motivate a team of call center supervisors and agents to achieve performance targets.
• Develop and implement strategies to improve service levels, productivity, and customer satisfaction.
• Monitor key metrics (AHT, FCR, CSAT, SLAs) and prepare regular performance reports for management.
• Ensure compliance with Saudi labor laws, company policies, and quality standards.
• Implement workforce planning, scheduling, and resource allocation to meet call volumes effectively.
• Train and develop staff through coaching, mentoring, and performance reviews.
• Manage escalations, resolve customer complaints, and ensure timely follow-ups.
• Collaborate with IT and CRM teams to enhance call center technology and reporting tools.
• Control operational costs while maintaining service efficiency.
• Drive continuous improvement initiatives within the call center.

Qualifications & Skills

• Bachelor's degree in Business Administration, Management, or related field.
• Minimum 7–10 years of experience in call center operations, with at least 3 years in a managerial role.
• Strong leadership and people management skills.
• Excellent communication in English and Arabic (preferred).
• Knowledge of call center software (CRM, ACD, IVR, WFM systems).
• Analytical mindset with strong problem-solving skills.
• Ability to thrive in a fast-paced and customer-focused environment.

Job Type: Full-time

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

Do you want to love what you do at work? Do you want to make a difference, an impact, transform peoples lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?

If yes, then this is the job you're looking for, webook.com is Saudi's #1 event ticketing and experience booking platform in terms of technology, features, agility, revenue serving some of the largest mega events in the Kingdom surpassing over 2 billion sales. webook.com is part of the Supertech Group also consisting of UXBERT Labs, one of the best digital and user experience design agencies in the GCC, along with Kafu Games, the largest esports tournament platform in MENA.

• Handle contact center departments inbound and outbound calls including Sales and telemarketing calls.
• Provide contact center departments customers with the services they are looking for, handle customers complaints, and inquiries through all customer service channels.
• Act as a source of information for customers, collect customers feedback and enhance customer satisfaction.
• Contact center agents will be also responsible for supporting clients merchants and service providers by collecting their feedback, leads and handling their inquiries and complaints.
• Follow Company's Policies, and instructions, and maintain the company's equipment and prestigious image.
• Adhere to working hours schedules, breaks, and tasks assigned and deliver it before the deadline.
• Answer contact center departments inbound calls, and serve the customer with the required services.
• Book, reschedule, and cancel experience bookings on behalf of customers and service providers.
• Sell events tickets through inbound, outbound calls, and all contact center departments channels.
• Handle customers incoming and outgoing transactions through WhatsApp, social media direct messages and public posts or comments, Email, live chat and any other customer service channels.
• Handle customer complaints, inquiries and feedback through all customer service channels, and make sure to provide our customers with mastery shopping services, and enhance customer satisfaction.
• Escalate customer complaints and feedback to the concerned department and follow up to get a solid solution for it.
• Make outbound research marketing and sales calls for our projects.
• Modify, review, upload, and remove merchants and DMCs experiences according to the business needs.
• Handle merchants and DMCs Inquiries, complaints, and feedback through all contact center channels, and provide them with full support.
• Maintain individuals Key performance Indicators (KPIS).

• Diploma Degree or bachelor's degree.
• Fresh Graduates, 1-2 years of experience.
• Excellent communication skills.
• Good customer service skills.
• Good command of English and Arabic Languages.
• Good Computer skills.

A leading company in the sports industry is seeking a Contact Center Agent to deliver high-quality customer interactions through phone and chat. This role focuses on providing exceptional service, supporting internal operations, and ensuring a seamless experience for all inquiries. The ideal candidate will be customer-focused, detail-oriented, and capable of thriving in a fast-paced, shift-based work environment.

Key Responsibilities:

• Handle customer interactions through inbound and outbound channels, ensuring timely and professional communication.
• Log and follow up on all feedback and inquiries accurately using the designated systems.
• Resolve customer concerns with empathy and efficiency, maintaining a high standard of service.
• Execute outbound activities such as surveys and follow-ups according to approved procedures.
• Maintain ownership of each case and ensure complete resolution.
• Collaborate with team members and support pending tasks when needed.
• Ensure adherence to daily schedules, performance metrics, and contact center standards.
• Attend required trainings and team meetings to stay updated on processes and policies.
• Support the team by promoting the company’s values and contributing to a positive work environment.
• Keep all work tools secure and in good condition.
• Promote and uphold the company’s ethical standards and communication guidelines.

Requirements & Qualifications:

• Bachelor’s degree in Business Administration, Communication, or a related field.
• Bilingual in Arabic and English (spoken and written).
• Proficient in Microsoft Office and contact center tools.

Required Skills:

• Strong communication (verbal and written) in Arabic and English
• Excellent customer service and problem-solving abilities
• Active listening, empathy, and patience
• Multitasking and time management in a fast-paced environment
• Flexibility, adaptability, and quick learning
• Team-oriented mindset with a positive, professional attitude
• Ability to stay composed and efficient under pressure

• Entry level

• Full-time

• Customer Service, Administrative, and Sales

• Health and Human Services, Consumer Services, and Sports Teams and Clubs

Referrals increase your chances of interviewing at Confidential by 2x

Get notified about new Contact Center Agent jobs in Riyadh, Saudi Arabia .

Do you want to love what you do at work? Do you want to make a difference, an impact, and transform people's lives? Do you want to work with a team that believes in disrupting the normal, boring, and average?

If yes, then this is the job you're looking for. webook.com is Saudi's #1 event ticketing and experience booking platform in terms of technology, features, agility, and revenue, serving some of the largest mega events in the Kingdom with over 2 billion in sales. webook.com is part of the Supertech Group, which also includes UXBERT Labs, one of the best digital and user experience design agencies in the GCC, along with Kafu Games, the largest esports tournament platform in MENA.

• Handle inbound and outbound calls for contact center departments, including sales and telemarketing.
• Provide customers with the services they seek, handle complaints, and inquiries through all customer service channels.
• Act as a source of information for customers, collect feedback, and enhance customer satisfaction.
• Support clients, merchants, and service providers by collecting feedback, leads, and handling inquiries and complaints.

• Follow company's policies and instructions; maintain company equipment and uphold a prestigious image.
• Adhere to working hours, breaks, and tasks, delivering work before deadlines.
• Answer inbound calls and serve customers with required services.
• Book, reschedule, and cancel experience bookings for customers and service providers.
• Sell event tickets via inbound/outbound calls and all contact channels.
• Handle transactions through WhatsApp, social media, email, live chat, and other channels.
• Manage customer complaints, inquiries, and feedback across all channels to ensure high-quality service.
• Escalate issues to relevant departments and follow up for solutions.
• Conduct outbound research, marketing, and sales calls for projects.
• Modify, review, upload, and remove merchant and DMC experiences as needed.
• Support merchants and DMCs in inquiries, complaints, and feedback.
• Maintain individual KPIs.

• Diploma or Bachelor's degree.
• Fresh graduates or 1-2 years of experience.
• Excellent communication skills.
• Good customer service skills.
• Proficiency in English and Arabic.
• Good computer skills.

• Seniority level: Entry level.
• Employment type: Full-time.
• Job function: Customer Service.
• Industry: IT Services and IT Consulting.

This job posting is active, and the company encourages applications. Referrals can increase your chances of interviewing.

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.

Join ABYAT – Your Gateway to a Career in Retail Excellence

About Us

ABYAT is the largest home improvement retail destination in the Middle East, offering more than 22,000 products across 22,000 square meters of space. Since our launch in September 2005, we've focused on delivering an unmatched customer experience, both in-store and beyond.

With a strong presence in
Kuwait
and expanding operations in
Saudi Arabia
, we are looking for ambitious professionals to join our journey of growth and excellence.

Position Title:
Contact Center Agent

Employment Type:
Full-time |
Location:
Dammam, Saudi Arabia

Job Purpose

We are searching for a polite, professional call center representative to work closely with other team members to provide outstanding service to our customers by answering questions, handling complaints, and troubleshooting problems with our products and services. The call center agent may handle a high volume of inbound or outbound calls or both and should seek to create a positive experience for each caller. They will listen to clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response.

To be a successful call center representative, you should be customer-focused, detail oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable.

Key Responsibilities:

1. Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
2. Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
3. Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
4. Building lasting relationships with clients and other call center team members based on trust and reliability.
5. Utilizing software, databases, scripts, and tools appropriately.
6. Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
7. Making sales or recommendations for products or services that may better suit client needs.
8. Taking part in training and other learning opportunities to expand knowledge of company and position.
9. Adhering to all company policies and procedures.
10. Making outbound calls Conducting market research, follow-up calls, or tele sales efforts.

Contact Center Agent Requirements:

1. High school diploma or equivalent. More education or experience may be preferred.
2. Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
3. Proficiency with computers, especially with CRM software, and strong typing skills.
4. Strong time management and decision making skills.
5. Adaptability and accountability.
6. Fluency in multiple languages may be desired.
7. Language : Arabic - English

Why Join Us?

• Join one of the region's most respected retail brands.
• Work in a structured, team-oriented environment.
• Enjoy professional development and career advancement opportunities.

Apply now and be the voice of ABYAT, delivering service that makes a difference.

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.

Responsibilities

• 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

Expected Qualifications

• 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.