Contact Center Supervisor

Job description / Role

We are currently seeking an experienced Contact Center Supervisor for one of our clients in Saudi Arabia which is one of the leading urban destinations in the Kingdom. The role is based in Mekkah.

The Contact Center Supervisor is to lead, coach, and manage a team of Contact Center Agents responsible for handling inbound and outbound visitor interactions through phone, chat, email, and social media. The Contact Center Supervisor ensures service excellence, adherence to performance standards, and optimal team productivity while maintaining a positive work environment that supports continuous improvement and a superior visitor experience.

Qualifications, Skills & Competencies

Education & Certification
- Minimum: Bachelor’s Degree in Business Administration, Tourism, Hospitality, Communications, or a related field.
- Preferred: Certification in Contact Center Management, Customer Experience, or Leadership Training.

Experience
- 3–5 years of experience in a contact center environment, with at least 2 years in a supervisory or team lead role.
- Proven experience managing inbound and outbound teams, preferably within tourism, hospitality, or destination services.
- Hands-on experience with Contact Center and CRM software (e.g., Cisco, Genesys Salesforce, Zendesk …).

Technical Skills
- Strong working knowledge of CRM systems, call routing, and reporting dashboards.
- Proficient in MS Office Suite (Excel, PowerPoint, Word, Outlook).
- Ability to interpret analytics and performance data.

Salary:
SAR 10,000 to 15,000 per month inclusive of fixed allowances.
Additional benefits: Medical Insurance

About the Company

Service

Our aim is to provide our clients and candidates with a consistent, quality service that goes beyond the norm, giving them peace of mind and complete trust in our ability to meet their needs.

Knowledge

Big Fish consultants specialise in their fields and have extensive experience in the region and beyond. We take pride in our knowledge and network and believe that our relationships are built on trust and integrity and are made for the long term.

Care

At Big Fish, as well as caring for the people we work with, we also care about the world and environment we live in, that's why Big Fish support initiatives that promote human welfare, environmental protection and sustainability.