Senior Director - Operations (Contact Center)

Ethra Tatwer; Riyadh; On-site; SAR 279,000 - 390,600; Full time

Job summary

Ethra Tatwer is seeking a Senior Director for Operations in the Contact Center to manage customer experience solutions in Riyadh, Saudi Arabia. This role involves ensuring SLA targets are met and overseeing operational management.

The ideal candidate will have experience in customer management and be responsible for performance management, process improvements, and team development. Join a dynamic company committed to enriching the customer experience.

Qualifications

• Experience in customer experience management.
• Proficiency in managing operational planning and change.
• Knowledge of performance management and team development.

Responsibilities

• Ensure SLA Targets are met within planned time, cost, and quality norms.
• Develop and maintain Standard Operating Procedures.
• Monitor employee satisfaction and act to maintain high levels.

Job description

Senior Director - Operations (Contact Center)

Full‑time

Leading customer experience management company, headquartered in Riyadh, Saudi Arabia. Offering solutions outsourced customer care, technology services, digital business, consulting, back office, and other specialized services to enrich customer experience.

Responsibilities

• Ensure SLA Targets are met within planned time, cost and quality norms by ensuring effective utilization of the allocated resources.
• Develop and maintain Standard Operating Procedures (SOP) and other documentation to ensure uniformity across teams and processes.
• Deliver processes as per agreed SLA's and quality expectations.
• Performance Management – ensure timely appraisals of the operations team.
• Manage attrition and recruit the right people with the right skills into roles.
• Handle escalations – internal within the organization and external from clients.
• Liaise with various departments within the organization.
• Lead the implementation of new systems and processes.
• Actively participate in conference calls and suggest areas of improvement to the client.
• Address people‑management issues on the operations floor.
• Plan shift management and floor planning.
• Ensure seamless handover of shifts by reviewing the Shift Handover process and suggesting improvements.
• Conduct Manager's review sessions periodically and identify the areas of concern and suggest improvement plans.
• Present weekly / monthly process‑wise performance to senior management and to clients.
• Facilitate meeting contractual obligations and client expectations.
• Ensure all contingency plans are in place.
• Maintain a perfect workflow of the profit center and prepare strategies to implement effective concepts of operation, improve productivity and profitability.
• Coordinate operational planning and change for all expansion initiatives.
• Lead Six Sigma projects to drive process improvements.
• Monitor employee satisfaction and act to maintain high levels.
• Manage staff daily, distribute work, assign account responsibilities, ensure appropriate staff levels, and provide necessary training.
• Ensure performance levels of Team Managers and Process Executives meet the service level agreements.
• Monitor core departmental deliverables of cash and asset reconciliations for completion within established deadlines.
• Review, research and resolve exceptions for all accounts per established tolerance levels.
• Work with the team on long‑range projects designed to improve workflows, streamline processes, lower error rates, increase client satisfaction, etc.
• Participate in cross‑departmental initiatives to create or improve existing functionality and processes.
• Consistently evaluate and update documented procedures to ensure they are complete, accurate and current.
• Drive performance and cost‑efficient process initiatives.
• Manage profitability of the business.