Contact Center Manager - Remote Work

Job Description:

National Shipping Company of Saudi Arabia is seeking a highly motivated and experienced Contact Center Manager to join our team in a remote work position based in Mecca, Saudi Arabia. As a mid-to-senior level professional with at least 7 years of experience in contact center management, you will be responsible for leading a team of customer service representatives to ensure high-quality service delivery and customer satisfaction.

Responsibilities: - Manage and oversee the day-to-day operations of the contact center team, including hiring, training, and performance management. - Develop and implement strategic plans to improve customer service processes and performance metrics. - Monitor and analyze key performance indicators to identify areas for improvement and implement solutions. - Collaborate with other departments to ensure coordination and alignment of customer service objectives. - Handle escalated customer complaints and issues to ensure swift resolution and customer satisfaction. - Stay abreast of industry trends and best practices to constantly improve the contact center operations. - Implement new technologies and tools to enhance customer service efficiency and effectiveness. - Foster a positive and collaborative work environment that encourages teamwork and innovation.

Requirements: - Bachelor's degree in Business Administration or related field. - Proven experience in contact center management, with a minimum of 7 years of experience. - Excellent communication and leadership skills. - Strong problem-solving abilities and a customer-centric mindset. - Resilient and resourceful personality traits. - Demonstrated cooperation and innovation soft skills. - Ability to work independently in a remote work environment. - Proficiency in Microsoft Office and CRM software.

Benefits: - Relocation allowance for remote work setup. - Joining bonus upon successful onboarding. - Company transportation for occasional travel.

Working Environment: As a Contact Center Manager at National Shipping Company of Saudi Arabia, you will have the opportunity to collaborate with colleagues from around the world, fostering a global village mentality. You will be part of a diverse and inclusive team that values teamwork, innovation, and continuous improvement.

Equal Opportunity Statement: National Shipping Company of Saudi Arabia is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or any other protected status. We believe in creating a diverse and inclusive work environment where all employees can thrive and contribute their unique perspectives and talents.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.