Company Description
CsMena, established in 2018 and headquartered in Jordan, is a leading provider of communication management and business process outsourcing (BPO) solutions. Specializing in call center services, CsMena serves clients across the Middle East, GCC, and Europe through multiple communication channels including phone, email, chat, web, and social media. The company is committed to delivering high-quality customer experiences through a skilled, multilingual workforce and operates in compliance with international standards such as COPC 2000, ISO 9001, and ISO 27001.
Role Overview
We are seeking a Customer Service Operations Manager to join our team on a full-time, on-site basis in Riyadh. This role is responsible for overseeing customer service operations, managing team performance, and maintaining strong client relationships to ensure exceptional service delivery and customer satisfaction within a fast-paced BPO environment.
Key Responsibilities
- Lead and manage customer service teams, ensuring consistent achievement of service levels, KPIs, and quality standards
- Oversee daily operations to ensure smooth, efficient, and compliant service delivery
- Monitor performance metrics, analyze operational data, and drive continuous improvement initiatives
- Implement and maintain quality assurance programs, conducting regular audits and performance reviews
- Handle escalated customer and operational issues, ensuring timely and effective resolution
- Act as the primary point of contact for clients on operational matters, building strong and trusted relationships
- Develop and support training and development initiatives to enhance team capabilities
- Collaborate with internal departments such as HR, IT, and Quality to support operational and project requirements
- Ensure adherence to company policies, regulatory requirements, and risk management standards
Qualifications & Requirements
- Bachelor's degree in Business Administration, Operations Management, or a related field (Master's degree is a plus)
- Minimum 5 years of experience in customer service or operations management within a BPO or call center environment
- Strong leadership and people management skills with the ability to motivate and develop teams
- Proven experience in performance management, KPI tracking, and operational optimization
- Excellent communication and interpersonal skills, with client-facing experience
- Proficiency in CRM systems, reporting, and data analysis tools
- Solid understanding of BPO industry best practices and service excellence standards
- Certifications such as COPC, Six Sigma, or Lean are considered an advantage
