Operations Excellence Manager
2 days ago
This is a key Operations Manager position that drives customer service excellence in KSA. The successful candidate will have 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.
Key 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.
- 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.
- Bachelor's degree in Business Administration or a related field.
- Proven ability to optimize KPIs such as customer satisfaction scores, response times, and first-contact resolution rates.
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