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 are always looking to connect with talented professionals who are passionate about making an impact and growing within a dynamic, forward-looking environment.
Job scope:
The CX Operations Manager oversees the day-to-day operations of the contact center, ensuring all service-level agreements and performance metrics are met. This role requires strong leadership skills, excellent communication abilities, and a deep understanding of contact center operations. The ideal candidate will have experience in managing a team of contact center agents, optimizing processes, and implementing strategies to improve customer satisfaction and operational efficiency.
Job responsibilities:
- Manage and supervise a team of contact center agents, team leads, and supervisors, and ensure high levels of customer service and productivity
- Develop and implement strategies to improve operational efficiency and meet service level agreements
- Monitor and analyze key performance indicators to identify areas for improvement, implement corrective actions, analyze the outcome, and take the appropriate actions using the COPC corrective action approach.
- Ensure adherence to company policies and procedures, including quality assurance standards.s
- 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 meet customer demand effectively, according to the FM schedule, to maintain the Center KPIs.
- Manage 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.
Job Requirements:
- 5 years of proven experience in contact center management.
- Fluency in English.A
- CA OPC Certificate is highly preferred.
- Exceptional leadership, communication, and problem-solving skills.
- Experience with Business Process Outsourcing (BPO)
- 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.
