Customer Service Operations Manager

1 week ago

Riyad Al Khabra, Saudi Arabia beBee Careers Full time
Operations Manager - Contact Center Role

We are seeking a high-impact Operations Manager to drive excellence in our customer service operations.

This leadership role plays a critical part in ensuring seamless, high-performance contact center operations and delivering exceptional customer experiences.

About the Role

This strategic position is key to achieving optimal results in our contact center operations, focusing on:

  • Optimizing a team of customer service supervisors and representatives to create a high-performance environment.
  • Executing customer service strategies to meet key performance metrics, including response times, resolution rates, and customer satisfaction.
  • Overseeing daily contact center operations across multiple touchpoints, such as calls, email, live chat, and social media.
  • Collaborating with departments like Sales, Marketing, and Product to ensure a consistent customer-centric experience.
  • Driving process improvements by identifying inefficiencies and optimizing self-service capabilities.
  • Managing escalations, ensuring swift and effective resolution of critical customer issues.
  • Maintaining compliance with industry standards and company policies.
  • Contributing to workforce planning and resource allocation.
  • Promoting innovation and staying ahead of emerging trends and technologies.
Requirements

To succeed in this role, you will need:

  • A Bachelor's degree in Business Administration or a related field.
  • At least 10 years of experience in contact center operations, including 5+ years in a leadership role or 2+ years as an Operations Manager managing inbound teams.
  • Deep expertise in customer service principles, contact center operations, and customer experience management.
  • A proven ability to optimize KPIs such as customer satisfaction scores, response times, and first-contact resolution rates.
  • Bilingual fluency in English and Arabic (both written and verbal).
  • Strong technical acumen, with proficiency in CRM systems and contact center technologies.
  • Exceptional leadership skills, with a track record of building, motivating, and scaling high-performing teams.
  • Sharp analytical and problem-solving abilities, with a customer-first approach to decision-making.

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