Contact Center Operations Manager

Tabby; Riyadh; On-site; SAR 304,000 - 392,000; Full time

Job summary

A leading fintech company in Saudi Arabia is seeking an Operations Manager to join their Customer Support team. The ideal candidate will have extensive experience in contact center management and a strong background in customer service principles. This role is crucial for ensuring daily operations run smoothly and that performance goals are met. The company offers a dynamic work environment with opportunities for professional growth.

Qualifications

• 10 years of experience in contact center management.
• 5 years of experience in a leadership role or 2 years as Operations Manager.
• Knowledge of local regulations and cultural nuances affecting customer interactions.

Responsibilities

• Assist in managing a team of customer service representatives.
• Work closely with the Head of Contact Center on service strategies.
• Supervise daily operations of the contact center.

Skills

Customer service principles

Contact center operations

Customer experience management

Proven ability to contribute to KPIs

Strong communication skills in English and Arabic

Leadership and team management

Problem-solving skills

Education

Bachelor's degree in Business Administration or related field

Tools

Customer relationship management (CRM) software

Job description

We are seeking an Operations Manager to support and assist the Head of the Contact Center in managing our customer service operations in Egypt. The Operations Manager will play a critical role in ensuring the smooth and efficient day-to-day functioning of the contact center, contributing to the achievement of key performance indicators and customer satisfaction goals.

Application Deadline: December 24, 2025

Department: Customer Support Ops

Employment Type: Full Time

Location: Egypt

Workplace type: Onsite

Reporting To: Roberts Bendins

Key Responsibilities

• Assist in managing and mentoring a team of customer service representatives and supervisors to maintain a high-performance work environment.
• Work closely with the Head of Contact Center to implement strategies for delivering exceptional customer service experiences and meeting or exceeding KPIs and customer satisfaction goals.
• Supervise the daily operations of the contact center, including call handling, email support, live chat, and social media interactions.
• Collaborate with cross-functional teams to maintain a seamless customer experience across all touchpoints.
• Support training programs to enhance the skills and knowledge of customer service representatives, ensuring their ability to provide effective solutions.
• Assist in maintaining operational policies and procedures, ensuring compliance with company standards and local regulations.
• Contribute to workforce planning, scheduling, and resource allocation to meet customer demand and maintain service levels.
• Participate in initiatives to optimize customer interaction channels, enhance self-service options, and implement innovative solutions to improve customer engagement.
• Assist in addressing and resolving escalated customer issues and complaints.
• Stay updated on industry trends, customer preferences, and emerging technologies.
• Collaborate with the Head of Contact Center in preparing and presenting regular reports on contact center performance to senior management.

Skills, Knowledge & Expertise

• Bachelor's degree in Business Administration or a related field.
• 10 years of experience in contact center management, with 5 years of experience in a leadership role (e.g., supervisor or team lead) or a minimum of 2 years as Operations Manager or equivalent managing an inbound team.
• Knowledge of customer service principles, call center operations, and customer experience management.
• Proven ability to contribute to KPIs related to customer satisfaction, response times, and resolution rates.
• Strong communication skills in English and Arabic, both written and verbal.
• Familiarity with customer relationship management (CRM) software and contact center technology.
• Leadership and team management abilities, with the ability to motivate and develop a diverse team.
• Problem-solving skills and a customer-centric mindset.
• Knowledge of local regulations and cultural nuances affecting customer interactions in the Middle East market.

About Tabby

Tabby creates financial freedom in the way people shop, earn and save, by reshaping their relationship with money.

The company’s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 32,000 global brands and small businesses, including Amazon, Noon, IKEA and Shein use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.

Tabby has generated over $7 billion in transaction volume for its partner brands and has the highest rated, most reviewed, largest and fastest growing app of any fintech in the GCC region.

Tabby launched operations in 2020 and has raised +$1 billion in equity and debt funding from global and regional investors.

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Our Hiring Process

1. Stage 1: Applied
2. Stage 2: HR Interview
3. Stage 3: Case Study
4. Stage 4: Technical interview @Tabby
5. Stage 5: Final interview @Tabby
6. Stage 6: Hired

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