Contact Centre Operations Manager

Supervise team managers and staff to ensure contact centre operations run smoothly and efficientlyProvide training, guidance, and constructive feedback to staff to support performance and developmentMonitor compliance with FAB policies, processes, and contact centre procedures to mitigate risksEnsure workforce management is optimized to meet agreed service levels (SLAs)Track and report on agent and team performance, including service KPIs, cross-sell, and up-sell volumesPrepare MIS reports, call volume analytics, and performance trends to support decision-makingEnsure staff are knowledgeable about products, processes, and systems and apply them consistentlyAnalyze customer feedback and operational trends, recommending improvements to enhance customer experienceManage resource utilization and operational costs in line with business expectationsMotivate and guide teams to maintain high levels of customer service standardsCollaborate with cross-functional teams to resolve operational issues and improve efficiency Bachelor s degree in a relevant disciplineMinimum 5 years of experience in a team leader or managerial role within a contact centreStrong background in customer service, call centre operations, and performance managementSkilled in workforce management systems (WFM, CMS) and MIS reportingExcellent communication and problem-solving skills, with fluency in English (Arabic is a plus)Strong ability to analyze information, resolve conflicts, and multi-task in high-pressure environmentsCustomer-focused, quality-driven, and results-oriented professional