Contact Center Manager (Saudi Nationals Only)

Overview

At Trendyol Growth, we align pricing, discount, and marketing strategies to drive sustainable and scalable growth. We work cross-functionally with teams like Product, Category, and Operations to uncover opportunities and deliver impact. With a strong learning culture and data-driven mindset, we grow together — as individuals and as a team.

Role

As a Contact Center Manager , you’ll be the key point of contact for our local inbound operations, directly managing our outsourced vendors. You’ll be responsible for actively monitoring critical KPIs like Service Level and First Contact Resolution to ensure we’re delivering a high-quality customer experience. This role blends operational oversight with strategic project management, driving improvements to achieve better service quality.

Responsibilities

• Responsible for managing outsourced vendors and acting as a point of contact for local inbound operations, with a focus on contact center operations, quality, and financial perspectives
• Together with the Planning & Monitoring team, actively monitor vendor customer service KPIs such as SL, AHT, ACHT, ACWT, FCR and take action when KPIs are not met
• Periodically meeting with vendors and gathering feedback for improvement areas
• Track agent, vendor CSAT and quality scores
• Develop projects to improve inbound operations and achieve better service quality

Expected Qualifications

What We Offer

Take the Next Step

If this role excites you, apply today. We look forward to taking the next step with you.

Location & Roles

Riyadh, Riyadh, Saudi Arabia

Seniority level

Employment type

Job function

Industries

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