Contact Center Manager (stc Pay)

Job Objective:

The Contact Center Manager will serve as the primary stc pay representative responsible for managing and governing the outsourced contact center operations delivered by an external vendor. This role acts as the bridge between stc pay Bahrain and the outsourced service provider, ensuring that the vendor delivers world-class customer service in full alignment with stc pay’s brand standards, service level agreements (SLAs), regulatory requirements, and strategic objectives. The Contact Center Manager will oversee vendor performance, drive accountability, and ensure continuous improvement across all customer communication channels (voice, email, chat, social media, and in-app support).

Job Specifications:

Vendor Management & Governance

• Act as the single point of contact and accountable owner for the outsourced contact center vendor relationship on behalf of stc pay Bahrain.

• Manage the end-to-end vendor lifecycle including contract management, scope of work adherence, SLA monitoring, and periodic contract reviews and renewals.

• Establish and maintain a robust governance framework with clearly defined KPIs, SLAs, penalties, and incentive structures to drive vendor accountability.

• Conduct regular governance meetings (daily, weekly, monthly, and quarterly business reviews) with the vendor’s management team to review performance, address gaps, and align on priorities.

• Evaluate vendor staffing levels, attrition rates, recruitment quality, and training adequacy to ensure operational readiness and service continuity.

• Manage vendor invoicing, cost reconciliation, and budget adherence; identify cost optimization opportunities without compromising service quality.

• Lead vendor selection, RFP processes, and transition planning in the event of vendor changes or contract renewals.

• Ensure the vendor complies with all stc pay policies, data security protocols, confidentiality agreements, and Central Bank of Bahrain (CBB) regulatory requirements.

Performance Management & SLA Oversight

• Define, monitor, and enforce service level agreements (SLAs) covering key metrics such as service level, average handling time (AHT), first contact resolution (FCR), abandonment rate, CSAT, and NPS.

• Track vendor performance through real-time dashboards, daily reports, and structured performance scorecards.

• Identify performance gaps and work collaboratively with the vendor to develop and implement corrective action plans with clear timelines and measurable outcomes.

• Conduct root cause analysis on service failures, customer complaints, and SLA breaches, ensuring the vendor delivers sustainable remediation.

• Manage escalation processes and ensure timely resolution of critical customer issues that require stc pay intervention.

Quality Assurance & Customer Experience

• Define and enforce quality assurance standards, call monitoring frameworks, and calibration processes that the vendor must adhere to.

• Conduct independent quality audits and mystery shopping exercises to validate vendor-reported quality scores.

• Ensure the vendor’s agents are fully trained on stc pay products, services, policies, promotions, and compliance requirements.

• Review and approve vendor training curricula, knowledge base content, and standard operating procedures (SOPs) to ensure brand consistency.

• Champion a customer-first culture with the vendor and drive initiatives to continuously improve CSAT and NPS scores.

• Oversee the vendor’s complaint management process and ensure alignment with stc pay’s complaint handling policies and CBB regulations.

Operations Oversight

• Oversee the vendor’s workforce management function, including forecasting, scheduling, real-time adherence, and capacity planning to ensure optimal staffing at all times.

• Ensure the vendor maintains business continuity and disaster recovery plans for uninterrupted contact center operations.

• Manage the implementation and optimization of contact center technologies (CRM, IVR, ACD, chatbots, omnichannel platforms) in coordination with the vendor and stc pay’s IT team.

• Drive the adoption of automation, AI-driven solutions, and self-service capabilities to improve efficiency and reduce operational costs.

• Coordinate with the vendor during product launches, campaigns, and peak periods to ensure readiness and adequate resource allocation.

Reporting, Analytics & Continuous Improvement

• Prepare and present comprehensive performance reports, trend analyses, and strategic recommendations to stc pay senior leadership.

• Analyze customer interaction data, voice of customer insights, and operational metrics to identify improvement opportunities.

• Benchmark vendor performance against industry standards and best practices in the fintech and financial services sector.

• Lead continuous improvement initiatives and projects aimed at enhancing service delivery, reducing costs, and improving the overall customer journey.

• Maintain a risk register for vendor-related operational risks and ensure appropriate mitigation plans are in place.

Stakeholder Management & Cross-Functional Collaboration

• Act as the primary liaison between the outsourced contact center and all internal stc pay departments (Product, Marketing, IT, Risk, Compliance, Finance).

• Collaborate with the Product team to ensure the vendor is briefed and trained ahead of new product/feature launches.

• Work with the Compliance and Risk teams to ensure all vendor operations meet regulatory standards and audit requirements.

• Represent the voice of the customer in internal strategic planning, product development, and decision-making forums.

• Coordinate with the Finance team on vendor budgeting, forecasting, and cost management.

Qualification & Experience:

Qualification:

• Bachelor’s degree in Business Administration, Management, Communications, or a related field.

• Master’s degree or professional certifications (e.g., COPC, Six Sigma, PMP, ITIL) are highly preferred.

Experience

• Minimum 7–10 years of progressive experience in contact center management, with at least 3–5 years in a vendor/outsourcing management role.

• Proven track record of managing outsourced contact center vendors, including SLA governance, contract management, and performance optimization.

• Strong experience in the fintech, banking, telecommunications, or digital payments industry is strongly preferred.

Note:

Preference in hiring will be given for Bahraini nationals.