Job summary
Riyadh Air is hiring a Manager, Guest Care Performance in Riyadh to lead contact center operations that drive service quality and commercial results. The role manages daily performance, staffing forecasts, automation opportunities, reporting and cross-team resolution of complex guest issues.
Key responsibilities
- Manage day-to-day contact center performance across guest care operations
- Set objectives and coach team leaders and agents to meet service targets
- Optimize staffing via forecasting, scheduling and real-time adherence
- Identify automation and self-service opportunities to improve service levels
- Analyze operational data and produce actionable performance recommendations
- Collaborate with cross-functional teams to resolve complex guest issues
- Oversee reporting and monitor quality, efficiency, and revenue performance
- Protect guest data and identify measures to reduce revenue leakage
Requirements
- Degree qualification
- Minimum 7 years in contact center performance or similar customer service operations
- Proven experience in contact center operations and workforce management
- Strong analytical thinking, judgment, communication and leadership skills
Skills
Contact center operationsWorkforce managementPerformance reportingQuality assuranceForecastingSchedulingData analysisCustomer engagement systemsCoachingProcess improvement
Source: Company careers page. Last checked as open: 13 Nov 2026. You apply directly with the employer.
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