347-

Merge Recruitment Agency; Saudi Arabia; On-site; SAR 90,000 - 150,000; Full time

Job summary

Merge Recruitment Agency is seeking a capable operations manager to oversee performance management, manpower planning, and day-to-day contact center operations in Saudi Arabia. The role requires leading teams, delivering feedback, and coordinating training to meet departmental goals.

Ideal candidates have 3+ years of experience in people management within customer service and fluency in Arabic and English, with Saudi or Egyptian nationality preferred.

Qualifications

• Bachelor's degree or equivalent.
• Over 3 years' experience in managing people in a customer service environment.
• Nationality Egyptian / Saudi.
• Arabic and English Proficiency.

Responsibilities

• Monitor and manage daily work processes to ensure smooth workflow.
• Lead group performance and drive improvement to meet department objectives.
• Provide timely feedback on quality performance of the team.
• Motivate and recognize team members; conduct regular team meetings.
• Prepare center performance reports and escalate issues as needed.

Skills

Arabic

English

People management

Education

Bachelor's degree or equivalent

Job description

Performance management:

• Monitor and maintain the daily work processes to assure smooth and efficient workflow.
• Managing the group performance to ensure improvement and efficiency of the team in order to meet the department’s objectives.
• Tracing quality performance of the group and the individual work and provide timely and accurate feedback.
• Managing the group performance to ensure improvement and efficiency of the team in order to meet the department’s objectives.
• Monitoring the contact center service level.

Manpower management:

• Appropriate motivation and recognition of the team members to increase employee’s satisfaction.
• Conduct regular team meetings with the team to assure the perfect understanding of the management expectations, and the regular updates of the team performance and news.
• Conduct regular individual meetings (one to ones) with each team member to give a performance feedback, agree on the strong points, listen to the team member’s feedback, and set the needed development plan.
• Allocate resources to tasks in order to achieve departmental goals.

Reporting and day to day operations management:

• Make needed escalations in case of any problems that may affect the daily workflow.
• Deliver a regular and accurate feedback to management regarding any problems facing the workflow.
• Ensures consistency of policies and procedures regarding all aspects within the organization.
• Prepares contact center performance reports by collecting, analyzing, and summarizing data and trends.

Training/ Product Knowledge:

• Ensure all company training programs are implemented through the contact center.
• Ensure that employees are trained and knowledgeable about procedures and products.
• Ensure changes to company policy or procedure are communicated to the staff in timely manner.

Required achievements:

• Accomplishes organiz

Arabic - Native / Mother Tongue
English - Fluent / Excellent

Own a Car

Any

Have Driving License

Any

Job Skills

• Bachelor's degree or equivalent.
• Over 3 years' experience in managing people in a customer service environment.
• Nationality Egyptian / Saudi
• Arabic and English Proficiency.