Head of Contact Center

Who Are We

HALA is a leading fintech player in the MENAP region that aims to redefine financial services and build the future bank of SMEs. HALA aims at empowering SMEs to start, run, and grow their businesses by providing them with cutting-edge financial and technological tools.

HALA currently holds multiple entities in UAE, Saudi Arabia and Egypt (including HALA Payments, HALA Cashier and HALA Logistics) and offers solutions that enable merchants to digitize their payments as well as manage their sales and operations.

Founded in 2017, HALA is currently duly licensed by the Saudi Arabian Central Bank as well as the Financials Services Regulatory Authority (FSRA) in Abu Dhabi Global Market.

Position Summary:

The Contact Center Head will oversee all aspects of the Contact Center’s operations, strategy, and performance. This individual is responsible for leading the team to deliver exceptional service to B2B merchants, managing operational efficiency, and driving continuous improvement to enhance customer satisfaction.

Key Responsibilities: 

• Develop and implement Contact Center strategy aligned with HALA’s objectives.
• Monitor Contact Center metrics, ensuring KPIs are met and aligned with quality and customer experience standards.
• Lead initiatives for process improvement, workforce optimization, and cost management.
• Collaborate with other departments to enhance service offerings and support B2B merchant needs.
• Prepare and manage the Contact Center budget.
• Drive team development, engagement, and performance through coaching and leadership.

Qualifications:

• Bachelor's degree in Business, Management, or related field.
• 8+ years of experience in Contact Center management, with a focus on B2B or fintech services.
• Strong leadership skills, strategic vision, and familiarity with CRM and Contact Center software.

• We have an inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups.
• We offer highly competitive compensation packages, including the potential for shares.
• We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
• Join a talented team of over 30 nationalities working in 7 countries and gain valuable experience in an exciting industry.
• We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.
• You will be given a lot of responsibility and trust We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best