Customer Service Center Manager📣 Job Ad

About the Role

2P Perfect Presentation is seeking a Customer Service Center Manager to oversee operations in Jeddah, Makkah, Saudi Arabia. Since 2004, 2P has been a key player in Saudi Arabia's ICT sector, providing integrated technology solutions to support digital transformation and enhance operational efficiency for organizations. This position is critical for managing customer service center operations, ensuring high service quality, improving customer experience, and meeting operational performance targets.

The Customer Service Center Manager will lead continuous improvement efforts aligned with best practices and COPC standards, contributing to 2P's commitment to innovation and service excellence within a dynamic environment.

Key Responsibilities

• Manage the daily operations of the customer service center to ensure efficient and effective service delivery.
• Ensure the achievement of critical service quality, customer experience, and operational Key Performance Indicators (KPIs).
• Develop and implement strategic and operational plans aimed at significantly improving customer satisfaction levels.
• Analyze performance indicators to identify areas for improvement and follow up on corrective action plans.
• Develop and maintain comprehensive operational policies, procedures, and detailed process documentation.
• Standardize customer service practices across the center to align with industry best practices and COPC standards.
• Lead, coach, and motivate customer service teams to enhance their performance and elevate service quality.
• Prepare detailed management reports, presentations, and strategic recommendations for senior management.
• Drive continuous improvement initiatives to enhance overall operational efficiency and effectiveness.

Qualifications and Requirements

• A Bachelor's degree in Business Administration, Public Administration, or an equivalent field is required.
• A minimum of 5 years of experience specifically in managing contact centers or customer service centers is essential.
• At least 2 years of experience in a supervisory or managerial role within a customer service environment is necessary.
• Proven experience in operations management, with a strong focus on quality performance and customer experience enhancement.
• Demonstrated strong knowledge of contact center KPIs, quality standards, and customer experience best practices.
• A solid understanding of COPC standards and practices is a mandatory requirement.
• COPC certification or practical experience in applying COPC standards is highly preferred.

Required Skills

• Operations Management
• Quality Performance
• Customer Experience Management
• Contact Center KPIs
• Quality Standards
• Customer Experience Practices
• COPC Standards
• COPC Certification (preferred)
• Leadership
• Communication
• Analytical Skills
• Decision-Making Skills
• Microsoft Office Proficiency
• Reporting Tools
• Data Analysis Tools

Work Environment

This is a full-time position based in Jeddah, Makkah, Saudi Arabia.