Contact Center Operations Manager

Since 2004, 2P has been a leader in Saudi Arabia's ICT landscape, delivering integrated technology solutions that 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.

We're looking for a qualified Operations Manager – CX to join our team and oversee day-to-day contact center operations, ensuring efficiency, service quality, workforce readiness, and operational excellence.

This role is responsible for managing operational activities, coordinating project delivery, monitoring team performance, improving customer experience, and ensuring alignment with business objectives and quality standards.

Key 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.

• 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.

• Prepare timely and accurate operational reports in line with department and company

requirements.

• Support special projects and operational initiatives as assigned by management.

Requirements:

• Bachelor's degree in Business Administration, Operations Management, or a related field.

• 6+ years of experience in operations management, preferably within contact center, CX, service delivery, or BPO environments.

• Good understanding of workforce management, scheduling, performance monitoring, and quality assurance.

• Experience in project coordination, operational planning, and stakeholder communication.

• Ability to monitor KPIs such as CSAT, FCR, QA score, schedule adherence, and project milestone achievement.

• Proficiency in operations management software, ERP systems, reporting tools, and productivity tools.

• Strong leadership, coordination, and team management skills.

• Strong communication and stakeholder management skills.

• Ability to identify operational gaps, resolve issues, and implement corrective actions.

• Strong reporting, analytical, and follow-up skills.