Company Description 4Level1 provides comprehensive English language programs tailored to adults and young adults, aligned with international CEFR standards. The organization focuses on practical communication skills and communicative goals, helping learners build confidence for academic, professional, and social success. Courses are delivered both online and face-to-face, offering flexibility for diverse learners. 4Level1 teaches students across the Middle East remotely, with in-person classes based in Riyadh, creating a dynamic and culturally rich learning environment.
Role Description The Contact Center Manager is a full-time, on-site role located in Qesm El Maadi. This position is responsible for overseeing daily contact center operations, including managing teams, monitoring performance, and ensuring service quality. The manager will set operational targets, analyze metrics, and implement process improvements to optimize efficiency and customer satisfaction. Key tasks include coordinating schedules, coaching and developing contact center staff, resolving escalated issues, and ensuring adherence to policies and procedures. The role also involves collaborating with other departments to align customer service initiatives with organizational goals and support continuous improvement.
Qualifications
Candidates should possess strong Contact Center Management and Contact Center Operations skills. Candidates should possess Customer Service and Customer Satisfaction skills. Candidates should possess Analytical Skills for performance tracking, reporting, and decision-making. Experience leading teams in a customer-focused environment, preferably within education or service sectors. Excellent communication, coaching, and conflict-resolution abilities. Proficiency with contact center technologies, CRM systems, and reporting tools. Bachelor’s degree in Business, Management, Communications, or a related field, or equivalent practical experience. Ability to work on-site in Qesm El Maadi and manage operations in a fast-paced, multicultural setting.