Contact Center Professional

Role overview

This position is responsible for overseeing the day-to-day performance of contact center agents who manage enquiries and service requests from clients, prospects, and the public across inbound and outbound phone calls, email, live chat, social media, and web-based requests.

Key responsibilities

• Oversee everyday contact center activity so that service targets, quality benchmarks, and performance KPIs are achieved consistently.
• Guide, coach, and support agents through performance tracking, live assistance, and ongoing motivation.
• Track queues in real time, call traffic, and agent capacity, and take prompt action to protect agreed SLAs such as ASA, AHT, and abandonment rate.
• Manage escalated customer cases and make sure they are resolved efficiently and in accordance with escalation and complaint-handling processes.
• Carry out routine call reviews and quality audits, then provide clear feedback and coaching to strengthen agent performance and customer experience.
• Compile and circulate daily, weekly, and monthly reports on productivity, quality, and customer satisfaction.
• Ensure team compliance with approved scripts, workflows, system tools such as CRM and telephony platforms, and internal policies.

Required background

• A bachelor’s degree is preferred, along with relevant work experience.
• Practical knowledge of property management and its operating environment is required.
• Prior experience in customer service or a call center setting is essential.
• At least 1 year of supervisory or management experience in a busy, high-visibility contact center is required.
• Experience with Oracle Applications will be considered an added advantage.

Additional information

This role is based in Khafji, Eastern, Saudi Arabia. It is a full-time, on-site position. No salary, perks, application deadline, or number of openings were specified in the source information.