Call Center Manager- مدير مراكز الاتصال

Job Title: Call Center ManagerOverviewWe are seeking an experienced Call Center Manager to lead, restructure, and optimize our call center operations. The ideal candidate will have a proven track record of driving sales growth within both B2B and B2C environments, delivering exceptional customer experiences, and guiding cross-functional projects from inception to successful delivery.Key Responsibilities Lead the strategic restructuring of the call center department to improve efficiency, agent performance, and service quality. Develop and execute sales-enhancement initiatives that increase revenue per contact, improve conversion rates, and expand upsell/cross-sell opportunities across channels. Design and implement customer communication strategies that maximize satisfaction, retention, and loyalty, while maintaining a high net promoter score (NPS). Manage end-to-end contact center operations, including staffing, training, coaching, quality assurance, scheduling, and performance analytics. Collaborate with sales, marketing, and product teams to align on messaging, campaigns, and customer journey improvements. Lead B2B and B2C engagement programs, ensuring tailored approaches for enterprise clients and individual customers alike. Oversee project portfolios related to contact center initiatives, including technology deployments (IVR, CRM, contact routing), process improvements, and performance metrics. Develop and monitor KPIs such as average handle time, first contact resolution, customer satisfaction, service level agreements, and adherence to compliance standards. Foster a customer-centric culture through coaching, recognition, and continuous development of frontline staff. Prepare and present reports to senior leadership on performance, roadmap, risks, and ROI of initiatives.Required Experience & Skills Proven experience as a Call Center Manager or similar leadership role with a track record of restructuring operations and delivering measurable improvements. Demonstrated ability to enhance sales within a call center setting, including B2B and B2C contexts. Strong communication skills with customers, colleagues, and executives; adept at conflict resolution and issue escalation. Experience managing cross-functional projects and collaborating with Sales, Marketing, and Product teams. Proficiency with contact center technology and data analytics tools (CRM, WFM/Forecasting, IVR, CSAT/NPS tools). Analytical mindset with the ability to translate data into actionable strategies. Leadership qualities: coaching, mentoring, performance management, and change management.EducationBachelor’s degree in business, Communications, Operations Management, or a related field; an advanced degree or relevant certifications are a plus.What We OfferCompetitive compensation, performance-based incentives, comprehensive benefits, opportunities for professional growth, and a dynamic, customer-focused work environment.