Operations Manager - Contact Center - Saudi National

Tabby; Saudi Arabia; On-site; SAR 150,000 - 200,000; Full time

Job summary

An innovative firm is on the lookout for a high-impact Operations Manager to enhance customer service operations in KSA. This role is pivotal in ensuring seamless contact center operations and delivering exceptional customer experiences. As a strategic leader, you will collaborate with various departments to develop scalable service strategies and optimize workflows. If you're a proactive leader ready to transform customer service operations and lead a top-tier team in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• 10+ years in contact center operations, with leadership experience.
• Proven record of improving customer satisfaction and response times.

Responsibilities

• Lead and mentor a high-performance customer service team.
• Implement strategies to meet KPIs and enhance customer engagement.

Skills

Customer Service Principles

Leadership

Problem-Solving

Bilingual (English and Arabic)

Contact Center Management

Analytical Skills

Education

Bachelor's degree in Business Administration

Tools

CRM Software

Workforce Management Tools

Job description

Department:

Customer Support Ops

Employment Type:

Full Time

Location:

KSA

Compensation:

15,000 - 20,000 / month

Description

We are seeking a high-impact Operations Manager to enhance our customer service operations in KSA. This crucial role involves 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 develop scalable service strategies, optimize workflows, and improve operational efficiency. You will play a key role in achieving performance metrics and raising standards for customer satisfaction.

Key Responsibilities

• Lead, mentor, and improve a team of customer service supervisors and representatives, fostering a high-performance 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.
• Coordinate with departments like Sales, Marketing, and Product to ensure a consistent, customer-centric experience.
• Identify inefficiencies, introduce automation, and optimize self-service options to enhance customer engagement.
• Handle escalations effectively, ensuring quick resolution and maintaining brand trust.
• Ensure compliance with local laws, industry standards, and company policies.
• Assist in workforce planning, scheduling, and resource management to meet customer demand.
• Stay updated on customer service trends, AI solutions, and digital engagement technologies.
• Analyze operational data, derive insights, and provide strategic reports to senior management.

Qualifications

• Bachelor's degree in Business Administration or related field
• Over 10 years in contact center operations, with at least 5 years in leadership roles or 2+ years as an Operations Manager
• Expertise in customer service principles and contact center management
• Proven track record of improving KPIs like customer satisfaction and response times
• Bilingual in English and Arabic (written and spoken)
• Strong technical skills in CRM, contact center tech, and workforce management tools
• Exceptional leadership and team-building abilities
• Analytical, customer-focused problem-solving skills
• Knowledge of local market, regulations, and cultural nuances in the Middle East

This role is ideal for a bold, proactive leader who excels in fast-paced, high-growth settings. If you're ready to transform customer service operations and lead a top-tier team, we want to hear from you.