Customer Service Operations Manager - Contact Center - Saudi National

Customer Service Operations Manager - Contact Center - Saudi National

We are looking for a high-impact Operations Manager to drive excellence in our customer service operations in KSA. This role is critical to ensuring seamless, high-performance contact center operations while delivering an exceptional customer experience.

As a strategic leader , you will work alongside the Head of the Contact Center to implement scalable service strategies, optimize workflows, and enhance operational efficiency. You will be instrumental in achieving key performance metrics and setting new standards for customer satisfaction.

Department : Customer Support Ops  |  Employment Type : Full Time  |  Location : KSA  |  Workplace type : Onsite

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

Responsibilities

• Lead, mentor, and optimize a team of customer service supervisors and representatives, fostering a high-performance, results-driven environment.
• Execute and refine customer service strategies to meet and exceed KPIs, including response times, resolution rates, and overall customer satisfaction.
• Oversee and enhance daily contact center operations across multiple customer touchpoints, including inbound / outbound calls, email, live chat, and social media.
• Ensure seamless cross-functional collaboration with departments such as Sales, Marketing, and Product to maintain a consistent and customer-centric experience.
• Drive process improvements by identifying inefficiencies, implementing automation, and optimizing self-service capabilities to elevate customer engagement.
• Manage escalations with precision, ensuring swift and effective resolution of critical customer issues while reinforcing brand trust and loyalty.
• Ensure compliance with local regulations, industry standards, and company policies to maintain operational integrity.
• Contribute to workforce planning, scheduling, and resource allocation, ensuring optimal staffing levels to support fluctuating customer demand.
• Champion innovation by staying ahead of emerging customer service trends, AI-driven solutions, and digital engagement technologies.
• Report on operational performance by analyzing data, identifying insights, and presenting strategic recommendations to senior leadership.

Qualifications

This is a role for a bold, proactive leader who thrives in fast-paced, high-growth environments. If you're ready to transform customer service operations and lead a world-class team, we want to hear from you.

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