Contact Center Operations Manager

About 2P Perfect Presentation

Established in 2004, 2P Perfect Presentation is a prominent leader within Saudi Arabia’s ICT sector, delivering integrated technology solutions aimed at accelerating digital transformation and boosting operational efficiency. Renowned for innovation and exemplary service, the company offers comprehensive end-to-end solutions via its specialized business units and deep market expertise.

Role Overview

We invite a skilled Operations Manager specializing in Customer Experience to join our team. The successful candidate will oversee the daily functions of the contact center, ensuring seamless operations, service excellence, workforce preparedness, and overall operational quality.

Key Responsibilities

• Manage daily operations to guarantee flawless execution of CX and contact center tasks.
• Participate in project handover meetings to grasp project scope, requirements, deadlines, and expected deliverables.
• Collaborate with internal teams to facilitate timely completion of project objectives.
• Track project progress, address operational challenges, and promote prompt issue resolution.
• Create and implement detailed project plans encompassing timelines, milestones, and required resources.
• Coordinate workforce-related elements including leave management, break schedules, and staffing needs.
• Monitor adherence to staff schedules and mitigate any deviations to maintain operational coverage.
• Ensure sufficient staffing aligned with service level and operational requirements.
• Evaluate Contact Center Agent performance to identify training or coaching necessities.
• Assist with implementing performance enhancement plans as necessary.
• Conduct routine performance reviews and offer constructive feedback.
• Assess the quality of customer interactions and recommend improvements.
• Apply quality assurance protocols to elevate customer satisfaction and efficiency.
• Perform quality audits verifying compliance with company policies and standards.
• Work alongside the Quality Assurance team to resolve quality concerns and execute corrective measures.
• Generate accurate and timely operational reports to meet departmental and organizational expectations.
• Support management-assigned projects and operational initiatives as needed.

Requirements

• Bachelor’s degree in Business Administration, Operations Management, or a related discipline.
• Over six years of operations management experience, ideally within contact center, customer experience, service delivery, or BPO sectors.
• Comprehensive knowledge of workforce management, scheduling, performance tracking, and quality assurance.
• Experience in coordinating projects, operational planning, and communicating effectively with stakeholders.
• Competent in tracking KPIs such as Customer Satisfaction (CSAT), First Call Resolution (FCR), Quality Assurance scores, schedule adherence, and meeting project milestones.
• Skilled in using operations management platforms, ERP systems, reporting utilities, and productivity software.
• Strong leadership abilities, coordination expertise, and effective team management skills.
• Excellent communication and stakeholder engagement capabilities.
• Aptitude for identifying operational shortcomings, resolving problems, and applying corrective solutions.
• Proficient reporting, analytical, and follow-up competencies.