Contact Center Manager

Trendyol Group

Posted on 3 Sep

Experience

5 - 7 Years

Job Location

Riyadh - Saudi Arabia

Education

Bachelor of Technology/Engineering

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

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
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.

Desired Candidate Profile

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

Company Industry

  • Media
  • Publishing
  • TV
  • Radio
  • Outdoor
  • Digital

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • Contact Center Manager

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Trendyol Group


https://jobs.lever.co/trendyol/bf7f1769-d421-4f0f-82e7-70f889162b42

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