CX Operations Manager📣 Job Ad

About the Role

2P Perfect Presentation is seeking a CX Operations Manager to oversee contact center operations in Riyadh. Since 2004, 2P has been a key player in Saudi Arabia's ICT sector, providing integrated technology solutions to support digital transformation and enhance operational efficiency. This full-time position requires a professional with 5-10 years of experience in contact center management.

Role Overview

The CX Operations Manager is responsible for the daily operations of the contact center, ensuring all service-level agreements and performance metrics are achieved. This role demands strong leadership, effective communication, and a comprehensive understanding of contact center dynamics. The successful candidate will lead a team, optimize processes, and implement strategies to elevate customer satisfaction and operational efficiency.

Key Responsibilities

• Manage and supervise contact center agents, team leads, and supervisors to ensure high standards of customer service and productivity.
• Develop and implement strategies to enhance operational efficiency and meet service level agreements.
• Monitor and analyze key performance indicators, identifying areas for improvement, implementing corrective actions using the COPC approach, and analyzing outcomes.
• Ensure adherence to company policies, procedures, and quality assurance standards.
• Address and resolve escalated customer inquiries and complex issues promptly.
• Provide coaching and training to contact center agents to improve their skills and performance.
• Cultivate a positive work environment that promotes employee engagement, motivation, and retention.
• Prepare and present contact center performance reports to senior management.
• Manage staffing levels, shift schedules, and resource allocation to meet customer demand effectively, aligning with the FM schedule to maintain Center KPIs.
• Oversee the contact center budget, including forecasting and cost control.
• Lead initiatives aimed at enhancing the overall customer experience.
• Stay informed about industry trends and best practices in contact center operations.

Qualifications and Experience

• Minimum of 5 years of proven experience in contact center management.
• Fluency in English.
• A CA OPC Certificate is highly preferred.
• Experience with Business Process Outsourcing (BPO).

Required Skills and Abilities

• Exceptional leadership, communication, and problem-solving skills.
• Ability to develop and implement strategies to improve customer satisfaction and operational efficiency.
• Familiarity with contact center software and technological solutions.
• Capacity to thrive in a fast-paced environment and adapt to change.