CX Operations Manager

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.

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.

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. 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.