Contact Center Manager (Saudi Nationals Only)

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.

As a

Contact Center Manager , you'll be the key point of contact for our local inbound operations, directly managing our outsource vendors. You will be responsible for actively monitoring critical KPIs like Service Level and First Contact Resolution to ensure 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 outsource vendor and acting as a POC for local inbound operations; with contact center operations, quality and financial perspective

Together with Planning & Monitoring team, actively monitoring vendor customer service KPIs like SL, AHT, ACHT, ACWT, FCR and taking actions about not met KPIs in case of need

Periodically meeting with vendors and getting feedback for improvement areas

Tracking agent, vendor CSAT and quality scores

Developing projects for improving inbound operations to achieve better service quality

Expected Qualifications

Bachelor's or Master’s Degree in Engineering, Management, Business, or related fields preferred

Extensive experience in Customer Service department

Fluent in English communication, both written and verbal

Strong leadership to manage in-house and outsourced teams

Clear communicator with excellent verbal and written skills

Strategic and analytical, with a focus on performance and KPIs

Customer-focused and committed to service excellence

Problem-solver with the ability to act quickly and effectively

Relationship builder with vendors and cross-functional teams

Adaptable in a fast-paced, changing environment

Process-oriented with attention to detail

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