Arabic Operations Manager

Overview

Operations Manager

Role Accountabilities

• Lead daily operations of the premium voice support team, ensuring excellence in customer handling, issue resolution, and service quality.
• Ensure white-glove treatment is consistently delivered by the team, meeting the high standards expected by premium customers.
• Monitor key performance indicators (KPIs) such as First Call Resolution (FCR), Customer
• Satisfaction (CSAT), Net Promoter Score (NPS), and Call Handling Time while maintaining a personalized experience.
• Coach, develop, and empower Team Leaders and agents to handle sensitive and complex
• customer issues with empathy, urgency, and ownership.
• Act as an escalation point for complex premium customer interactions; collaborate with cross- functional teams (e.g., product, legal, tech support) to resolve issues swiftly.
• Review call quality, identify training needs, and work with Quality and L&D teams to drive skill and behavior improvements aligned with premium service expectations.
• Analyze feedback and insights to identify customer pain points and advocate for systemic improvements impacting high-value customers.
• Report on team performance, customer trends, and opportunities for innovation to senior leadership.

Key Competencies

• **Delivering Results & Fostering Ownership:**
• Drive for improving business results and attaining higher levels of performance.
• **Leading Teams:**
• Demonstrating the drive required to succeed in a demanding work environment by taking ownership, aligning, building, enabling and inspiring effective teams, not limited to own team.
• Creating momentum and gaining commitment towards a common goal.
• **Building Customer Value:**
• Gaining insights into internal and/or external customers’ experience.
• Anticipating their needs and demonstrating concern for satisfying them.
• Building productive customer relationships.
• Ensuring clear communication to customers on expectations and beyond.
• **Shaping Strategy:**
• Ability to make sense of complex data, trends and dynamics on continually evolving basis, understand and anticipate the potential impact
• these may have, and use them to shape the direction of the business ·
• **Driving Change:**
• Recognizing and anticipating the need for change.
• Demonstrating openness, flexibility and support for change, aligning people to move in new and challenging directions.
• Dealing effectively with uncertainty and adapting to new situations and ways of working while staying focused, organized and positive.
• **Networking & Influencing Collaboratively:**
• Developing rapport with a diverse range of people.
• Building and leveraging networks horizontally and vertically.
• Proactively influencing and persuading others to gain support for initiatives.
• Maintaining collaborative stakeholder relationships.

Skills

• Strong leadership and team management skills
• Excellent communication and stakeholder management
• Ability to handle high-value and sensitive customer cases
• Strong problem-solving and decision-making abilities
• Performance management and coaching experience

Minimum Experience & Skills

• Minimum 5 years of experience in similar role.
• Proven experience in managing premium/VIP customer segments
• Hands-on experience handling premium services queue

Minimum Qualifications

• Bachelor Degree in any discipline
• Computer knowledge – MS Office Suite