Job summary

We are looking for a high-impact Operations Manager to drive excellence in our customer service operations in KSA. This role is critical to ensuring seamless, high-performance contact center operations while delivering an exceptional customer experience.

Responsibilities

• Lead, mentor, and optimize a team of customer service supervisors and representatives, fostering a high-performance, results-driven environment.
• Execute and refine customer service strategies to meet and exceed KPIs, including response times, resolution rates, and overall customer satisfaction.
• Oversee and enhance daily contact center operations across multiple customer touchpoints, including inbound/outbound calls, email, live chat, and social media.
• Ensure seamless cross-functional collaboration with departments such as Sales, Marketing, and Product to maintain a consistent and customer-centric experience.

Qualifications

• 10+ years of experience in contact center operations, including 5+ years in a leadership role (Supervisor, Team Lead) or 2+ years as an Operations Manager managing inbound teams.
• Deep expertise in customer service principles, contact center operations, and customer experience management.
• Bachelor's degree in Business Administration or a related field.
  

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