Arabic Operations Manager

The role of Operations Manager focuses on delivering white-glove service to high-value customers, ensuring each interaction meets elevated expectations for speed, personalization, and resolution quality. The ideal candidate combines deep Contact Center expertise with a passion for delivering differentiated experiences to premium clientele.

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