Contact Center Operations Manager📣 Job Ad

About 2P Perfect Presentation

Since 2004, 2P Perfect Presentation has been a leader in Saudi Arabia’s ICT landscape. The company delivers integrated technology solutions designed to help organizations accelerate digital transformation and improve operational efficiency. With a strong foundation in innovation and service excellence, 2P continues to provide end-to-end solutions through its specialized business units and trusted market expertise.

The Role: Contact Center Operations Manager

2P Perfect Presentation is seeking a qualified Contact Center Operations Manager to join its team in Riyadh, Saudi Arabia. This role is responsible for overseeing day-to-day contact center operations, ensuring efficiency, service quality, workforce readiness, and operational excellence. The manager will coordinate project delivery, monitor team performance, and work to improve customer experience while ensuring alignment with business objectives and quality standards.

Key Operational Responsibilities

• Oversee daily operations and ensure smooth execution of CX and contact center activities.
• Attend project handover meetings to understand project scope, requirements, timelines, and deliverables.
• Coordinate with internal teams to ensure project deliverables are completed on time.
• Monitor project progress, address operational issues, and support timely resolution.
• Develop and implement project plans, including timelines, milestones, and resource allocation.
• Prepare timely and accurate operational reports in line with department and company requirements.
• Support special projects and operational initiatives as assigned by management.

Workforce and Quality Management

• Coordinate workforce-related details such as leaves, break schedules, and staffing requirements.
• Monitor staff schedule adherence and address deviations to ensure operational coverage.
• Ensure adequate staffing levels to meet service level and operational requirements.
• Track Contact Center Agent performance and identify coaching or training needs.
• Support the implementation of performance improvement plans when required.
• Conduct regular performance evaluations and provide feedback to team members.
• Monitor and evaluate the quality of customer interactions and provide improvement feedback.
• Implement quality assurance measures to improve customer satisfaction and operational efficiency.
• Conduct quality audits to ensure compliance with company standards, policies, and procedures.
• Collaborate with the Quality Assurance team to address quality issues and implement corrective actions.

Required Experience

The ideal candidate for this Contact Center Operations Manager position will have 5-10 years of experience in a relevant field, demonstrating a strong background in managing contact center operations and ensuring service quality.

Employment Details

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