Assistant Operations Manager📣 Job Ad
in Emdad By Elm
about 5 hours ago
| Contract Type | Full-time | |
| Workplace type | On-site | |
| Location | Riyadh |
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.
Requirements
- Requires 2-5 Years experience
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