CX Operations Manager
Role Overview
The CX Operations Manager oversees the day-to-day operations of the contact center, ensuring all service-level agreements and performance metrics are met.
The role requires strong leadership, excellent communication, and a deep understanding of contact center operations.
The ideal candidate has experience managing a team of contact center agents, optimizing processes, and implementing strategies to improve customer satisfaction and operational efficiency.
Key Skills for This Role
Full Job Posting
About 2P
2P has been a leader in Saudi Arabia's ICT landscape since 2004, delivering integrated technology solutions that help organizations accelerate digital transformation and improve operational efficiency.
2P provides end-to-end solutions through specialized business units and trusted market expertise.
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.
The role requires strong leadership, excellent communication, and a deep understanding of contact center operations.
The ideal candidate has experience 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, ensuring high customer service and productivity.
- Develop and implement strategies to improve operational efficiency and meet service level agreements.
- Monitor and analyze KPIs to identify improvement areas, implement corrective actions, and take appropriate actions using the COPC corrective action approach.
- Ensure adherence to company policies and procedures, including quality assurance standards.
- Handle escalated customer inquiries or complex issues, ensuring prompt resolution.
- Provide coaching and training to contact center agents to enhance 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 according to the FM schedule and maintain 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.
- 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.
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