Customer Care Manager

Riyadh Saudi Arabia

Job Type

Full Time

About the Role

We are currently seeking a talented and professional individual to join our team and manage the Zension Customer Care Department (including Call Center and Chat Support) to provide excellent service to customers. To excel in this role, you should be comfortable in hiring and motivating staff along with setting objectives and analyzing call center metrics to ensure company goals are being met.

The Customer Care Manager will be a key role within the fast-growing environment at Zension Technologies Inc.

The Customer Care Manager is accountable for the supervision of daily operations and personnel - aiming for maximum efficiency and cost-effectiveness by monitoring and setting up call center metrics and agent KPIs. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.


Key Responsibilities:

  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

  • Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.

  • Developing and monitoring metrics for the call center’s day-to-day activities

  • Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)

  • Collecting and analyzing call-center statistics (sales rates, costs, customer service metrics etc.)

  • Assume responsibility of budgeting and tracking expenses

  • Hire, coach and provide training to personnel to maintain high customer service standards

  • Monitor and improve ordering, telephone handling and other procedures

  • Evaluate agent performance with key metrics (accuracy, call-waiting time etc.)

  • Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.


  • Bachelor’s in management, business, or a relevant discipline.

  • At least 5 years in call center and customer service industry with 2 years management experience. Certified Call Center Manager or equivalent qualification is a plus (including certifications from COPO, Customer Service Institute of America or other equivalent certifications)

  • Knowledge of performance evaluation and customer service metrics

  • Fluent in English and Arabic.

  • Proficient in MS Office and call center equipment/software programs

  • Solid understanding of reporting and budgeting procedures

Key Values/Skills:

  • Organized and results-driven professional.

  • Practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements.

  • Excellent customer service and communication skills.

  • Exceptional people management skills

  • Eye for process improvement

  • Strong multi-tasking abilities with attention to detail.

  • Great planning and organizing abilities.

  • Adapts well to changes and can perform well under pressure.

  • Fast and comfortable working in a time-sensitive environment

  • Understands, empathizes, and can connect with people from diverse backgrounds

  • Self-driven and motivated to start something from scratch.

  • Acts with integrity and responsibility.

  • Takes commitments seriously and is reliable

  • Has open, honest and authentic conversations – says it as it is.

  • A can-do team player that is willing to go the extra mile to help build value

About the Company

Zension Technologies is the largest Device Services Platform in the GCC. Working towards enhancing consumer experiences in the embedded technology services sector since 2014, we’ve helped over one million subscribers through our flagship super warranty service. Offering total device protection, upgrade & buyback programs, and after-sales services of all in warranty devices, Zension has provided their services to the region’s leading Telecommunications and Consumer Electronics Retail & Online Brands.