Assistant Operations Manager📣 Job Ad

About the Role

Emdad By Elm is seeking a motivated and detail-oriented Assistant Operations Manager to join their team in Riyadh, Saudi Arabia. This full-time position plays a crucial role in ensuring the smooth and efficient daily operations of the call center, contributing directly to high service delivery standards and overall operational excellence.

Key Responsibilities

• Support the daily operations of the call center to ensure smooth service delivery and high operational efficiency.
• Monitor and analyze key performance indicators (KPIs) such as Service Level Agreements (SLA), Customer Satisfaction (CSAT), response time, and quality metrics.
• Supervise and support customer service teams to achieve performance targets and maintain service standards.
• Handle escalations and ensure timely and effective resolution of complex customer issues.
• Analyze call center data and customer feedback to identify trends and recommend strategic improvements.
• Coordinate effectively with internal departments, including technical, operations, and support teams, to resolve customer inquiries and tickets.
• Prepare comprehensive operational reports and provide insightful analysis to enhance performance and support decision-making.
• Ensure strict compliance with company policies, quality standards, and established customer service procedures.
• Support workforce management activities, including scheduling, staffing optimization, and performance tracking.
• Assist in the training, coaching, and development of call center agents to enhance overall team productivity and skill levels.

Qualifications and Experience

Candidates should possess a minimum of 2 to 5 years of relevant experience in operations management or a similar role within a call center environment.

Required Skills

• Proficiency in monitoring and analyzing key performance indicators including SLA, CSAT, Response Time, and Quality Metrics.
• Strong understanding of Customer Service principles and practices.
• Experience with Workforce Management strategies and tools.
• Demonstrated ability in Training and Coaching team members.
• Skills in Performance Tracking and analysis.

Work Details

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