CX Operations Manager

About 2P Perfect Presentation

Since 2004, 2P Perfect Presentation has been a leader in Saudi Arabia’s ICT landscape, providing integrated technology solutions that support organizations in accelerating digital transformation and improving operational efficiency. The company delivers end-to-end solutions through its specialized business units and market expertise, maintaining a strong foundation in innovation and service excellence.

Role Overview: CX Operations Manager

2P Perfect Presentation is seeking a CX Operations Manager to oversee the daily operations of its contact center in Riyadh, Saudi Arabia. This full-time role focuses on ensuring that all service-level agreements and performance metrics are consistently met. The position requires strong leadership, effective communication, and a comprehensive understanding of contact center operations, with an emphasis on optimizing processes and enhancing customer satisfaction.

Key Responsibilities

• Manage and supervise a team of contact center agents, team leads, and supervisors to ensure high levels of customer service and productivity.
• Develop and implement strategies aimed at improving operational efficiency and meeting service level agreements.
• Monitor and analyze key performance indicators to identify areas for improvement, implement corrective actions, analyze outcomes, and take appropriate actions using the COPC corrective action approach.
• Ensure adherence to company policies and procedures, including quality assurance standards.
• Handle escalated customer inquiries or complex issues, ensuring prompt resolution.
• Provide coaching and training to contact center agents to enhance their skills and performance.
• Foster a positive work environment that encourages employee engagement, motivation, and retention.
• Prepare and present reports on contact center performance to senior management.
• Manage staffing levels, shift schedules, and resource allocation to effectively meet customer demand, in accordance with the FM schedule, to maintain the Center KPIs.
• Manage the contact center budget, including forecasting and cost control.
• Drive initiatives to enhance the overall customer experience.
• Stay updated with industry trends and best practices in contact center operations.

Required Qualifications and Experience

• 5-10 years of experience in contact center operations, with a focus on management.
• Experience with Business Process Outsourcing (BPO).
• Demonstrated ability to develop and implement strategies to improve customer satisfaction and operational efficiency.
• Familiarity with contact center software and technological solutions.
• Ability to thrive in a fast-paced environment and adapt to change.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, within a dynamic and forward-looking environment that values impact and professional growth.