Customer Service Operations Manager📣 Job Ad

About CsMena

CsMena is a leading provider of Business Process Outsourcing (BPO) and customer service solutions. The company delivers high-quality contact center and outsourcing services to both local and international clients, focusing on operational excellence in customer service.

The Role of Customer Service Operations Manager

CsMena is seeking an experienced Customer Service Operations Manager to join its team in Riyadh, Saudi Arabia. This full-time role involves leading high-volume customer service operations, with a focus on driving operational excellence, performance, and continuous improvement. The manager will oversee day-to-day customer service activities, manage operational performance, and develop high-performing teams to consistently achieve service levels and customer experience targets.

Key Responsibilities

• Manage and oversee daily customer service operations to ensure the achievement of operational targets and service levels.
• Lead, coach, and develop operations teams, ensuring effective workforce and performance management.
• Monitor and analyze key operational KPIs, including Service Level (SL), Average Handle Time (AHT), Utilization (UT), CSAT, productivity, and quality.
• Identify operational gaps and implement corrective and preventive actions to improve performance.
• Drive continuous improvement initiatives across processes, workflows, and overall customer service operations.
• Analyze operational data and prepare regular performance reports and business reviews.
• Collaborate with internal departments and international stakeholders to ensure alignment on operational objectives and service requirements.
• Manage operational escalations and support effective crisis and issue resolution.
• Ensure compliance with company policies, client requirements, and operational procedures.
• Develop and implement action plans to improve team productivity, efficiency, and customer satisfaction.
• Support capacity planning, resource allocation, and operational forecasting as required.
• Promote a culture of accountability, performance, continuous improvement, and customer focus within the team.

Qualifications and Experience

• A Bachelor's degree or higher.
• Minimum of 3 years of experience managing customer service, contact center, or BPO operations.
• Proven experience managing teams of 50 or more members.
• Native proficiency in Arabic with B2+ English proficiency.
• Strong understanding of the Saudi and GCC customer landscape.
• Strong knowledge of customer service and contact center operational KPIs.
• Advanced Microsoft Excel skills.
• Experience with Power BI, Tableau, Looker, or similar business intelligence and reporting tools.

Required Skills and Preferred Background

• Demonstrated strong leadership, analytical, problem-solving, decision-making, and crisis-management skills.
• Proven ability to manage high-volume operations in a fast-paced environment.
• Strong stakeholder management and communication skills.
• Experience with international or Chinese companies is highly preferred.
• Experience in food delivery, e-commerce, internet, fintech, or other high-volume B2C businesses is preferred.
• Knowledge or experience in process improvement methodologies such as Lean or Six Sigma is a plus.

Location and Work Type

This is a full-time position based in Riyadh, Saudi Arabia. The role requires a commitment to maintaining high standards of customer service operations within a dynamic environment.