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

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

Personalised training allowance and learning opportunities : Use your annual budget for any training or conference of your choice, explore our Learning Management System (LMS) anytime, and join in-person learning sessions offered throughout the year. Responsibility from day one : Take full ownership from the start in a culture where every voice is heard and valued. A diverse, international team : Collaborate with global peers across our offices in Berlin, Amsterdam, Dubai, and beyond, in a startup-spirited and collaborative environment. Opportunities to grow with the best : Tackle meaningful challenges, develop through hands-on experience, and grow with the support of expert guidance and global mentoring. Meaningful connections beyond tasks : Be part of team rituals, events, and social activities that help us stay connected and inspired. 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

Mid-Senior level Employment type

Full-time Job function

Customer Service Industries

Technology, Information and Internet Retail

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