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Job Description

We are hiring an Assistant Call Center Manager to join our team in Eastern Province, Saudi Arabia. As an Assistant Call Center Manager, you will be responsible for assisting in the management of our call center operations. This includes overseeing the day-to-day activities of the call center, ensuring excellent customer service, and optimizing call center performance. The ideal candidate will have previous experience in call center management and a strong understanding of call center operations.

Responsibilities:

  1. Assist in the management of the call center operations, including overseeing the day-to-day activities of the call center.
  2. Ensure that the call center operates efficiently and effectively, meeting or exceeding performance targets.
  3. Monitor call center performance metrics, analyzing data and implementing improvements as needed.
  4. Assist in the development and implementation of call center policies and procedures.
  5. Train and coach call center agents to deliver excellent customer service.
  6. Handle escalated customer complaints and resolve issues in a timely and satisfactory manner.
  7. Conduct regular performance evaluations of call center agents and provide feedback for improvement.
  8. Collaborate with other departments to improve overall customer experience and satisfaction.
  9. Stay up-to-date with industry trends and best practices in call center management.

Preferred Candidate:

  1. Bachelor's degree in Business Administration or a related field.
  2. Proven experience in call center management, with a minimum of 3 years of experience.
  3. Strong leadership and management skills, with the ability to motivate and inspire a team.
  4. Excellent communication and interpersonal skills.
  5. Ability to analyze data and make data-driven decisions.
  6. Customer-focused mindset and a commitment to providing excellent customer service.
  7. Ability to handle and resolve customer complaints in a professional and satisfactory manner.
  8. Proficiency in call center software and CRM systems.
  9. Strong problem-solving skills and the ability to think critically.
  10. Ability to work well under pressure and in a fast-paced environment.

Skills

  • Excellent communication and interpersonal skills
  • Strong leadership and management skills
  • Ability to analyze data and make data-driven decisions
  • Customer-focused mindset and a commitment to providing excellent customer service
  • Proficiency in call center software and CRM systems

Job Details

Job Location
Eastern Province Saudi Arabia
Company Industry
Telecommunications
Company Type
Employer (Private Sector)
Job Role
Customer Service and Call Center
Employment Type
Full Time Employee
Monthly Salary Range
Unspecified
Number of Vacancies
1

Preferred Candidate

Years of Experience
Min: 3 Max: 5
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Pioneers Outsourcing is a fast-growing provider of outsourcing, in sourcing and co sourcing contact-center services. is one of the experienced players in the business-process-outsourcing-solution market. We maximize the ecosystem that supports your customers/End users while improving every interaction within the customer life-cycle. We leverage market drivers, customer expectations, analytic and insights to differentiate you in your market place. We utilize our transformation methodology, domain expertise, technology, process optimization and analytic expertise to improve business outcomes. Flexibility & AgilityWe customize our solutions for our partners, structurally and commercially based on their needs. Pioneers is more than just a conventional contact service provider. We add value to our Clients by consulting them on market trends, new services and recommendations to improve their overall business directions We provide multi Lingual service in Arabic, English,Urdu,French, Spanish, Italian, and German, our services are also offered in many other languages upon client request. Our client list includes local and international organizations from various industries and disciplines; Government,Telecommunications, FMCG, Banking, Pharmaceuticals, Manufacturing, Advertising, and Real Estate Customer oriented, we have the flexibility to tailor our services to satisfy specific clients' needs and requirements

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