Senior Manager – Contact Center

Riyadh Air, Saudi Arabia’s new national airline is looking for global talent to build on our ambition to be the World’s most inspiring airline with an exceptional guest experience.

JOB ROLE 

We are looking for a professional Senior Manager – Contact Center who will be responsible for planning, developing and managing the overall call-center strategy. In addition, the Senior Manager – Contact Center is responsible for resource planning such as labor force of the call-center.

The Senior Manager – Contact Center is also responsible for tracking, measuring and reporting of the overall call-canter productivity and efficiency. 

GENERAL ACTIVITIES

• Create and implement operational strategy, sourcing equipment as well as managing other aspects of the call center’s daily operation.
• Monitor random calls to assess and improve the quality of staff performance.
• Handle and resolve complex customer complaints.
• Set and meet performance targets as well as carrying out periodic appraisals.
• Track user feedback, key performance indices and other statistics.
• Prepare reports and make presentations to senior management and other stakeholders.
• Communicate the company’s goals so that all employees understand their role.

PROFILE REQUIREMENTS 

Professional Experience

• Minimum of 7-10 years of experience in a Contact Center, 5 years of which are in the aviation industry.

Academic Qualifications

• Bachelor's degree in marketing, business administration or in any relevant field.

Competency Requirements

• People Management
• Creative Thinking
• Strong problem-solving and decision-making skills
• Strong interpersonal skills
• High level of professionalism and work ethics
• Adaptability and desire to work in an evolving/start-up environment where policies and processes are being created.
• Excellent verbal and written communication skills