Customer Service Operations Lead

6 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Keeta Full time
About the Role

We are looking for an experienced Customer Service Operations Lead to join our team at Keeta. As a key player in shaping the future of customer service operations, you will be responsible for leading, innovating, and optimizing workforce management at scale.

The successful candidate will have 5+ years of WFM experience in a customer service/contact center environment, proficiency in WFM tools, and strong data analytics skills. They will be able to work strategically, analyzing data and trends to develop effective workforce plans.

Responsibilities:

  • Forecast & Plan: Use historical data and trends to develop short- and long-term workforce forecasts.
  • Scheduling & Real-Time Management: Design and optimize schedules, oversee real-time workforce adjustments, and lead BPO WFM teams.
  • Performance Analytics & Optimization: Track key KPIs and drive data-backed improvements.
  • Tools & System Management: Implement and maintain WFM tools while exploring automation and AI-driven optimizations.
  • Cross-Team Collaboration: Partner with operations, recruitment, training, and tech teams to align workforce strategies with business goals.


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