Customer Service Operations Manager - Contact Center - Saudi National

تابي; Riyadh; On-site; SAR 150,000 - 200,000; Full time

Job summary

An innovative company is looking for a high-impact Operations Manager to lead their customer service operations in a dynamic environment. This strategic role involves optimizing workflows and ensuring exceptional customer experiences across various channels. You will mentor a dedicated team, implement scalable service strategies, and collaborate with cross-functional teams to enhance customer engagement. If you are a proactive leader with a passion for transforming customer service operations, this is the perfect opportunity for you to make a significant impact.

Qualifications

• 10+ years in contact center operations, with 5 years in leadership roles.
• Expertise in customer service principles and experience management.

Responsibilities

• Lead and develop a team of customer service supervisors and representatives.
• Implement strategies to meet KPIs like response times and customer satisfaction.

Skills

Customer Service Management

Leadership

Operational Efficiency

Bilingual (English and Arabic)

Data Analysis

Education

Bachelor’s degree in Business Administration

Tools

CRM Software

Workforce Management Tools

Job description

Customer Service Operations Manager - Contact Center - Saudi National

Department: Customer Support Ops

Location: KSA

Compensation: ر.س15,000 - ر.س20,000 / month

Description

We are seeking a high-impact Operations Manager to lead our customer service operations in KSA. This pivotal role focuses on ensuring seamless, high-performance contact center operations and delivering exceptional customer experiences.

As a strategic leader, you will collaborate with the Head of the Contact Center to implement scalable service strategies, optimize workflows, and improve operational efficiency. Your efforts will be key in achieving performance metrics and setting new standards for customer satisfaction.

Key Responsibilities

• Lead, mentor, and develop a team of customer service supervisors and representatives, fostering a results-driven environment.
• Implement and refine customer service strategies to meet KPIs such as response times, resolution rates, and customer satisfaction.
• Oversee daily contact center operations across multiple channels including calls, email, chat, and social media.
• Collaborate cross-functionally with Sales, Marketing, and Product teams to ensure a consistent, customer-centric experience.
• Identify inefficiencies, implement automation, and enhance self-service options to improve customer engagement.
• Manage escalations effectively, ensuring quick resolution and maintaining brand trust.
• Ensure compliance with local regulations, industry standards, and company policies.
• Participate in workforce planning and resource allocation to meet fluctuating customer demand.
• Stay updated on emerging customer service trends, AI solutions, and digital engagement technologies.
• Analyze operational data, derive insights, and present strategic recommendations to senior management.

Qualifications

• Over 10 years of experience in contact center operations, with at least 5 years in leadership roles or 2+ years as an Operations Manager managing inbound teams.
• Expertise in customer service principles, contact center operations, and customer experience management.
• Bachelor’s degree in Business Administration or related field.
• Proven success in optimizing KPIs like customer satisfaction, response times, and first-contact resolution.
• Bilingual in English and Arabic (written and spoken).
• Strong technical skills with proficiency in CRM, contact center technologies, and workforce management tools.
• Exceptional leadership and team-building abilities.
• Analytical mindset with customer-first decision-making skills.
• Knowledge of local market dynamics, regulations, and cultural nuances in the Middle East.

This role is ideal for a bold, proactive leader who thrives in fast-paced, high-growth environments and is ready to transform customer service operations and lead a world-class team.