Contact Center Senior Manager

Role SummaryThe Contact Center Senior Manager leads all customer service operations, ensuring seamless, high-quality support across multiple communication channels. This role focuses on delivering exceptional customer experiences, optimizing performance, and driving operational efficiency while fostering a motivated and high-performing team.Key ResponsibilitiesLeadership & OperationsOversee day-to-day contact center operations, ensuring KPIs and SLAs are consistently achieved.Lead, coach, and develop a team of managers and agents to maintain high service standards.Manage escalations effectively and ensure prompt resolution of complex issues.Continuously improve processes, technology, and people performance.Customer ExperienceDrive customer satisfaction and service excellence across all channels (calls, chat, email, social).Monitor and improve key metrics such as CSAT, quality, and response time.Implement proactive feedback and complaint management processes.Performance & ReportingAnalyze performance data and prepare regular operational reports for management.Use insights to identify improvement areas and ensure data-driven decision-making.Collaborate with internal teams to meet client goals and optimize resource planning.Stakeholder & Employee EngagementAct as a main contact for internal and external partners, ensuring smooth coordination.Build vendor relationships and ensure service compliance.Promote a positive, engaging work culture that supports employee growth and satisfaction.Innovation & ImprovementImplement new technologies and automation to enhance efficiency and service delivery.Lead continuous improvement initiatives to boost productivity and customer experience.Qualifications & SkillsBachelor’s degree in Business Administration or related field.Minimum 5 years in a contact center or customer service leadership role.Strong experience managing large teams in a fast-paced, customer-focused environment.Excellent analytical, communication, and stakeholder management skills.Familiarity with contact center tools and platforms (e.g., Genesys, CRM systems).Certification in contact center operations (COPC, Six Sigma, etc.) is a plus.Fluency in English; Arabic is an advantage.