Job SummaryWe are seeking an experienced and customer-focused Contact Center Manager to lead and develop our contact center operations. The ideal candidate will be responsible for delivering the best of its class customer experience (CX), ensuring operational excellence, and improving performance against key service and problem-resolution KPIs.This role requires strong leadership, analytical capability, and a passion for continuous improvement in a fast-paced service environment.Key Responsibilities Customer Experience ExcellenceEnsure delivery of a premium, consistent, and seamless customer experience aligned with the brand positioning of a luxury limo serviceDevelop and implement customer service standards, scripts, and quality assurance processesHandle escalations and ensure timely and satisfactory resolution of customer complaints. Continuously identify opportunities to enhance customer satisfaction and loyalty Contact Center Operations ManagementLead, coach, and supervise a team of contact center agents to achieve high performanceManage daily operations including call handling, scheduling, workforce planning, and service levelsEnsure adherence to SLAs such as response time, call quality, and resolution timeCoordinate with internal teams (operations, drivers, dispatch, etc.) to resolve customer issues effectively KPI Monitoring & Performance ManagementDefine, track, and optimize key performance indicators, including: Customer Satisfaction (CSAT) First Call Resolution (FCR) Average Handling Time (AHT) Service Level and Response Time Complaint Resolution RateConduct regular performance reviews and provide coaching and feedback to agentsImplement corrective actions and improvement plans when KPIs are not met Data Analysis & ReportingMonitor contact center performance through data analysis and reporting toolsPrepare daily, weekly, and monthly performance reports for managementAnalyze trends, customer feedback, and operational data to identify gaps and improvement opportunitiesUse insights to recommend and implement process enhancements Team Leadership & DevelopmentRecruit, train, and mentor contact center staffFoster a positive and high-performance team cultureDevelop training programs to enhance communication, problem-solving, and service skillsConduct regular team meetings and performance evaluations Process Improvement & Quality AssuranceEstablish and monitor quality assurance frameworksImplement best practices in call center management and customer serviceContinuously improving processes to increase efficiency and service qualityRequirementsQualificationsBachelor's degree in Business Administration or a related field5+ years of experience in contact center operations, with at least 2 years in a managerial roleProven track record of achieving and exceeding customer service KPIsStrong experience in performance management, coaching, and team leadershipProficiency in data analysis, reporting tools, and CRM/contact center systemsExcellent communication skills in Arabic and EnglishStrong problem-solving and decision-making abilitiesAbility to work in a fast-paced, customer-centric environmentPreferred SkillsExperience in transportation, logistics, or hospitality industriesFamiliarity with workforce management tools and call center technologiesStrong analytical mindset with attention to detailKey CompetenciesCustomer-centric mindsetLeadership and team developmentAnalytical thinkingOperational excellenceProblem-solving and decision-makingCommunication and influenceSuccess MetricsThe success of this role will be measured by:Achievement of customer experience KPIs (CSAT, FCR, etc.)Improvement in service efficiency and resolution timesTeam performance and engagement levelsEffectiveness of reporting and actionable insights