About CsMena
CsMena is a leading BPO and customer service solutions provider, delivering high-quality contact center and outsourcing services to local and international clients.
We are looking for an experienced Operations Manager to join our team in Riyadh, Saudi Arabia, and lead high-volume customer service operations while driving operational excellence, performance, and continuous improvement.
Job Summary
The Operations Manager will be responsible for overseeing day-to-day customer service operations, managing operational performance, developing high-performing teams, and ensuring service levels and customer experience targets are consistently achieved.
The ideal candidate has strong experience in customer service or BPO operations, preferably within food delivery, e-commerce, internet or other high-volume B2C environments.
Key Responsibilities
- Manage and oversee daily customer service operations to ensure operational targets and service levels are achieved.
- Lead, coach, and develop operations teams and ensure 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 customer service operations.
- Analyze operational data and prepare regular performance reports and business reviews.
- Work closely 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.
Requirements
- 3+ years of experience managing customer service, contact center, or BPO operations.
- Proven experience managing 50+ team members.
- Bachelor's degree or higher.
- Native 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.
- 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, Lean, or Six Sigma is a plus.
What We Offer
- The opportunity to lead high-volume customer service operations in a fast-paced environment.
- Exposure to local and international stakeholders.
- An opportunity to drive operational excellence and continuous improvement.
- A dynamic environment with opportunities to develop high-performing teams and make a direct impact on business performance.
Job Details
Job Title: Operations Manager
Location: Riyadh, Saudi Arabia
Employment Type: Full-time
Industry: BPO / Customer Service / Contact Center
If you have the operational leadership experience and skills required for this role, we encourage you to apply and join the CsMena team.
