contact center manager

Tabby | تابي

<div>
 <p>
  <strong>
   Department:
  </strong>
  Customer Support Ops
 </p>
 <p>
  <strong>
   Location:
  </strong>
  KSA
 </p>
 <p>
  <strong>
   Compensation:
  </strong>
  ر.س17,500 - ر.س22,500 / month
  <br/>
  <br/>
 </p>
 <strong>
  Description
  <br/>
  <br/>
 </strong>
 <strong>
  Tabby
 </strong>
 creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money.
 <br/>
 <br/>
 The company&rsquo;s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.
 <br/>
 <br/>
 Tabby generates over $10 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region.
 <br/>
 Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and is now valued at $3.3 billion.
 <br/>
 <br/>
 We are looking for a
 <strong>
  high-impact Operations Manager
 </strong>
 to drive excellence in our customer service operations in KSA. This role is
 <strong>
  critical
 </strong>
 to ensuring seamless, high-performance contact center operations while delivering an exceptional customer experience.
 <br/>
 <br/>
 As a
 <strong>
  strategic leader
 </strong>
 , you will work alongside the Head of the Contact Center to implement
 <strong>
  scalable
 </strong>
 service strategies, optimize workflows, and enhance operational efficiency. You will be instrumental in achieving
 <strong>
  key performance metrics
 </strong>
 and setting new standards for customer satisfaction.
 <br/>
 <br/>
 <br/>
 <br/>
 <strong>
  Key Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Lead, mentor, and optimize a team of customer service supervisors and representatives, fostering a high-performance, results-driven environment.
  </li>
  <li>
   Execute and refine customer service strategies to meet and exceed KPIs, including response times, resolution rates, and overall customer satisfaction.
  </li>
  <li>
   Oversee and enhance daily contact center operations across multiple customer touchpoints, including inbound/outbound calls, email, live chat, and social media.
  </li>
  <li>
   Ensure seamless cross-functional collaboration with departments such as Sales, Marketing, and Product to maintain a consistent and customer-centric experience.
  </li>
  <li>
   Drive process improvements by identifying inefficiencies, implementing automation, and optimizing self-service capabilities to elevate customer engagement.
  </li>
  <li>
   Manage escalations with precision, ensuring swift and effective resolution of critical customer issues while reinforcing brand trust and loyalty.
  </li>
  <li>
   Ensure compliance with local regulations, industry standards, and company policies to maintain operational integrity.
  </li>
  <li>
   Contribute to workforce planning, scheduling, and resource allocation, ensuring optimal staffing levels to support fluctuating customer demand.
  </li>
  <li>
   Champion innovation by staying ahead of emerging customer service trends, AI-driven solutions, and digital engagement technologies.
  </li>
  <li>
   Report on operational performance by analyzing data, identifying insights, and presenting strategic recommendations to senior leadership.
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   5&ndash;7 years of experience in customer service, including at least 2 years as an Operations Manager overseeing inbound teams and driving performance improvements.
  </li>
  <li>
   Deep expertise in customer service principles, contact center operations, and customer experience management.
  </li>
  <li>
   Bachelor&rsquo;s degree in Business Administration or a related field.
  </li>
  <li>
   Proven ability to optimize KPIs such as customer satisfaction scores, response times, and first-contact resolution rates.
  </li>
  <li>
   Bilingual fluency in English and Arabic (both written and verbal).
  </li>
  <li>
   Strong technical acumen, with proficiency in CRM systems, contact center technologies, and workforce management tools.
  </li>
  <li>
   Exceptional leadership skills, with a track record of building, motivating, and scaling high-performing teams.
  </li>
  <li>
   Sharp analytical and problem-solving abilities, with a customer-first approach to decision-making.
  </li>
  <li>
   In-depth knowledge of local market dynamics, regulatory requirements, and cultural nuances in customer interactions within the Middle East.
  </li>
 </ul>
 This is a role for a bold, proactive leader who thrives in fast-paced, high-growth environments. If you're ready to transform customer service operations and lead a world-class team, we want to hear from you.
</div>


Customer Service Operations Manager - Contact Center - Saudi National

Nissan

<div>Job Title Section Manager - Regional Customer Contact Center<br>
<br>
Department Customer Excellence - (CQ)<br>
<br>
Function Section Manager RCCC<br>
<br>
Legal Entity NMEF<br>
<br>
Location Dubai, UAE<br>
<br>
Level EVP - 7<br>
<br>
Direct Manager DGM - Customer Quality<br>
<br>
Manager's Manager DGM - Customer Quality<br>
<br>
Functional Reporting GM - Customer Excellence<br>
<br>
<b>Mission &amp; Main Objectives</b><br>
<ul><li>
Supervise outsourced team of Regional Customer Contact Center (RCCC) agents and agency to support delivery of seamless customer experience for NISSAN and INFINITI customers</li><li>
Ensuring resolution of customer concerns following defined NMEF - NSC comnplaints management and escalation processes;</li><li>
Track, escalate and manage Connected Car Services (CCS) complaints and issues</li><li>
Problem solving resource and support in coordination with related NMEF / I-ME and NSC functions</li><li>
Support Voice of Customer issues such as tracking and resolution of Hot Alert Cases</li><li>
Develop, update agent scripts / messages to conform with relevant customer communications directive from NISSAN and INFINITI</li><li>
Relay related customer inquiries to respective RBU's / NSC in case of out of region inquiries; and to respective NMEF functions such as Sales, Aftersales, and other business opportunity related inquries</li><li>
Monitor and deliver (if necessary) brand, product, and process related training for RCCC agents</li></ul><br>
<b>
Main tasks and responsibilities </b>(Scope : tasks related to both NISSAN and INFINITI)<br>
<ul><li>
Design and manage the complaints management and escalation process internally and across the NSCs</li><li>
Manage the RCCC team performance and daily operations, headcount planning and scheduling, achievement of related KPIS and reports; manage agent training needs;</li><li>
Managing RCCC agent operation Quality such as agent suc as team leader daily performance, priorities, validate quality reports and listening to agent calls, keep track fo daily received cases; and manage agent and NSC queries</li><li>
Prepare management reports relative to call center performance and operational improvements</li><li>
Design, manage and submit various performance reports explaining the results of all customer requests / complaints handled in relation to the agreed KPI for each market.</li><li>
Lead the call center agents for cross-functional support from various departments involved in the problem resolution process</li><li>
Administer Sales Force utilization for RCCC which indclude creation of reporting templates, managing users, system training, process mapping, dashboard creation and report generation</li><li>
Monitor QVOC tool for hot alerts and pending cases</li><li>
Keep track and update RCCC knowledge files for reference</li><li>
Handle and support all related CCS cases, escalate as required through the prescribed CCS escalation channel, generate CCS related reports, and attend regular meetings with SDSM and related functions involved with CCS</li><li>
Attend Regional calls to identify best ideas to enhance RCCC operational performance</li><li>
Implement new technology tools, processes, or workflows to enhance efficiency and customer experience</li></ul><br>
<b>
Country Specifics
</b><br>
<br>
NISSAN : NMEF markets<br>
<br>
INFINITI : I-ME Markets<br>
<br>
<b>KPIs</b><br>
<ul><li>
Case resolution</li><li>
Case closure</li><li>
Hot alert closure</li><li>
Case closure satisfaction</li></ul><br>
<b>
BACKGROUND &amp; SKILLS REQUIRED</b><br>
<br>
<b>Background &amp; Experience (years)</b><br>
<br>
S<b>pecific technical skills</b><br>
<ul><li>
Automotive, Call Center Operations or CRM background;</li><li>
Arabic speaker;</li><li>
Leadership experience in previous role and advantage</li><li>
Competency in various software applications (Salesforce, excel, ppt)</li></ul><br>
<b>
Behavioural Competencies Required
</b><br>
<ul><li>Emphathetical and Customer service oriented</li><li>
Able to work with multiple cross functional team</li><li>
Team Management</li><li>
Results driven</li></ul><br>
Dubai United Arab Emirates</div>

Section Manager - Regional Customer Contact Center

Tabby

<p><b>Tabby</b> creates financial freedom in the way people shop, earn and save by reshaping their relationship with money. Over 15 million users choose Tabby to stay in control of their spending and make the most out of their money.</p><p>The company&rsquo;s flagship offering allows shoppers to split their payments online and in-store with no interest or fees. Over 40,000 global brands and small businesses, including Amazon, Noon, IKEA, and SHEIN use Tabby to accelerate growth and gain loyal customers by offering easy and flexible payments online and in stores.</p><p>Tabby generates over $10 billion in annual transaction volume for its partner brands and is the highest-rated, most-reviewed, largest, and fastest-growing FinTech in the GCC region.<br/>Tabby launched in 2019 and has since raised +$1 billion in equity and debt funding from global and regional investors, and is now valued at $3.3 billion.</p><p>We are looking for a <b>high-impact Operations Manager</b> to drive excellence in our customer service operations in KSA. This role is <b>critical</b> to ensuring seamless, high-performance contact center operations while delivering an exceptional customer experience.</p><p>As a <b>strategic leader</b>, you will work alongside the Head of the Contact Center to implement <b>scalable</b> service strategies, optimize workflows, and enhance operational efficiency. You will be instrumental in achieving <b>key performance metrics</b> and setting new standards for customer satisfaction.</p><p>Key Responsibilities :</p><ul><li>Lead, mentor, and optimize a team of customer service supervisors and representatives, fostering a high-performance, results-driven environment.</li><li>Execute and refine customer service strategies to meet and exceed KPIs, including response times, resolution rates, and overall customer satisfaction.</li><li>Oversee and enhance daily contact center operations across multiple customer touchpoints, including inbound/outbound calls, email, live chat, and social media.</li><li>Ensure seamless cross-functional collaboration with departments such as Sales, Marketing, and Product to maintain a consistent and customer-centric experience.</li><li>Drive process improvements by identifying inefficiencies, implementing automation, and optimizing self-service capabilities to elevate customer engagement.</li><li>Manage escalations with precision, ensuring swift and effective resolution of critical customer issues while reinforcing brand trust and loyalty.</li><li>Ensure compliance with local regulations, industry standards, and company policies to maintain operational integrity.</li><li>Contribute to workforce planning, scheduling, and resource allocation, ensuring optimal staffing levels to support fluctuating customer demand.</li><li>Champion innovation by staying ahead of emerging customer service trends, AI-driven solutions, and digital engagement technologies.</li><li>Report on operational performance by analyzing data, identifying insights, and presenting strategic recommendations to senior leadership.</li></ul><p>Qualifications :</p><ul><li>5&ndash;7 years of experience in customer service, including at least 2 years as an Operations Manager overseeing inbound teams and driving performance improvements.</li><li>Deep expertise in customer service principles, contact center operations, and customer experience management.</li><li>Bachelor&rsquo;s degree in Business Administration or a related field.</li><li>Proven ability to optimize KPIs such as customer satisfaction scores, response times, and first-contact resolution rates.</li><li>Bilingual fluency in English and Arabic (both written and verbal).</li><li>Strong technical acumen, with proficiency in CRM systems, contact center technologies, and workforce management tools.</li><li>Exceptional leadership skills, with a track record of building, motivating, and scaling high-performing teams.</li><li>Sharp analytical and problem-solving abilities, with a customer-first approach to decision-making.</li><li>In-depth knowledge of local market dynamics, regulatory requirements, and cultural nuances in customer interactions within the Middle East.</li></ul><p>This is a role for a bold, proactive leader who thrives in fast-paced, high-growth environments. If you're ready to transform customer service operations and lead a world-class team, we want to hear from you.</p><p>Job Type: Full-time</p><p>Pay: ﷼17,500.00 - ﷼22,500.00 per month</p>

Customer Service Operations Manager

Planned Parenthood

<div><div>Planned Parenthood of Maryland (PPM) is a not-for-profit family planning agency that provides high-quality, affordable reproductive health care for women, men, and teens. Our mission is to enable all Marylanders to have access to a wide range of high-quality, affordable reproductive health care services. We help individuals make informed decisions about their reproductive health, family planning options, and sexuality.</div><div></div><div><br>
We are seeking a <b>Call Center Manager</b> to join our team. The Call Center Manager is responsible for the daily center operations to enhance and standardize the telephone customer service experience.</div><div></div><div><b><br>
Why Join us? </b>As a Call Center Manager with PPM, you will be a part of a passionate team that plays a vital role in the lives of others! Joining PPM, means joining a culturally diverse team that includes some of the best nurses, doctors, and clinic managers. You will collaborate with colleagues and our communities to advocate and sustain the vision and values of PPM!</div><div></div><div><br>
If you are organized, reliable, and a results-driven professional, who has a practical mind to solve problems on the spot, partnered with an ability to see the &ldquo;big picture&rdquo; and make improvements, we are looking for you!
</div><h3 class="jobSectionHeader"><b>Responsibilities:</b></h3><ul><li><b>
Customer Service</b>: Lead a team that always interacts with callers in an exceptionally courteous and empathetic manner. Provides general information to patients via telephone and act as liaison between clients and clinics. Adheres to affiliate goals and policies on professionalism, wait time in-clinic and on the phone, and the system for addressing client complaints.</li><li><b>
Scheduling</b>: Lead a team that schedules appointments for all services offered by PPM. Describes services to callers and determine type of appointment needed. Schedules appointments using computerized patient information system in a manner which facilitates efficient patient flow. Collects required demographic, medical and payment information at time of scheduling. Accurately enters insurance information. Make outgoing appointment confirmation or rescheduling calls as needed.</li><li><b>
Billing Support</b>: Lead a team that verifies insurance for clinic clients prior to the appointment. Makes outbound calls to inform clients of costs or lack of coverage.</li><li><b>
Lead call center efforts</b>:<b> </b>to achieve established goals for productivity. Monitor key indicators, including call volumes, wait times, disconnects and other call center monitoring activities as needed. Ensures data accuracy.</li><li><b>
Hold all call center staff accountable</b>: to specific measurable customer service standards (e.g. through annual performance monitoring and implementing corrective action plans when customer service expectations are not being met.)</li><li><b>
Maintain strict patient confidentiality</b>:<b> </b>as required by PPM policy and Federal HIPAA regulation. Comply with OSHA regulations, and PPM policy and procedure.</li><li><b>
Employee training</b>: create and update training modules as well present to small or large groups. Responsible for conducting new hire trainings within the call center as well as refresher trainings for the team.</li><li><b>
Assist with emergency situations</b>: according to PPM standards and /guidelines.</li><li><b>
Participate in health center efforts:</b> achieve established goals for productivity. Participate in health center/affiliate efforts to achieve established revenue cycle goals.</li><li><b>
Recruits, selects, hires and trains</b> new call center staff and prepare them to respond to customer questions and complaints.</li><li><b>
Evaluate individual performance </b>reviews and overall team effectiveness.</li><li><b>
Compile data</b> for patient services statistics and surveillance reports.</li><li><b>
Attend</b> in-services, staff meetings, and staff development activities as required.</li><li><b>
Other duties as assigned.</b></li></ul><h3 class="jobSectionHeader"><b>
Benefits:</b></h3><ul><li>
Medical, Dental, and Vision insurance.</li><li>
Flexible Spending Account.</li><li>
Life, AD&amp;D Insurance.</li><li>
Short-Term and Long-Term Disability.</li><li>
Paid Time Off (PTO) and Paid Holidays.</li><li>
Employee Assistance Program.
</li><li>401(k) Retirement Plan.</li></ul><h3 class="jobSectionHeader"><b>
Education and Experience:</b></h3><ul><li>
Bachelor&rsquo;s degree with 2 years in a call center management OR high school diploma with 4 years of progressive experience in call center management required.</li><li>
Healthcare or non-profit experience preferred.
</li><li>Experience leading a work team through organizational or business change, or formal training in change management required.
</li><li>Excellent customer service and communication skills.</li><li>
An outgoing, professional, positive attitude with proven ability to create and maintain highly functioning work teams and develop strong alliances with people at all levels of an organization and community.</li><li>
Fluency in Spanish and English and specialized training in medical interpretation or willingness to receive training immediately after employment highly preferred.</li><li>
Proficient in Microsoft Office.</li></ul><div><b>
Equal Opportunity Statement:</b></div><div>
</div><div>
Planned Parenthood of Maryland is an Equal Opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion (creed), gender, gender expression, sexual orientation, national origin (ancestry), disability, genetic information, pregnancy, military status, or any other protected characteristics outlined by federal, state, or local laws.</div><div>
</div><div>
This policy applies to all terms and conditions of employment, including recruiting, hiring placement, promotion, termination, layoff, recall, transfer, leaves or absence, compensation, and training.</div><div>
</div><div>
Applicants must pass Criminal Background Screening and the Right to Work in the United States.</div><div>
</div><div>
PPM Requires COVID-19 Vaccination as part of Employment.</div><div></div><div><br>
Planned Parenthood of Maryland Participates with E-Verify.</div>
<p>
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.</p></div>

Call Center Manager - Bilingual Spanish/English preferred

Ujjivan small finance bank

<div><div><div><div><div><h4 class="jobSectionHeader"><b>Manager - Phone Banking Unit - Pune 2
</b></h4><p>West 4401-Pune RO, Pune, Maharashtra, India</p></div></div></div><div><p><br>
</p><p>
</p></div></div><div><div><div><div>Department</div><div>
WEST PHONE BANKING</div></div><div><div>
Job posted on</div><div>
Jan 09, 2026</div></div><div><div>
Employment type</div><div>
Permanent</div></div></div></div></div><div></div>
<br><div><div><ul><li><div>Formulate and execute the strategy for Phone &amp; Video Banking channel for the Bank, which includes people, technology, process, performance and customer experience management.</div></li><li><p>
Design innovative &lsquo;voice&rsquo;, &lsquo;video&rsquo; and &lsquo;non-voice&rsquo; initiatives to reach out to customers to:</p><ul><li><p>
Assist Bank in digitally onboarding new customers through VKYC/Video banking</p></li><li><p>
Provide resolution of customers&rsquo; grievances/queries as a top most priority</p></li><li><p>
Enable seamless customer engagement &ndash; welcome calls, payment reminders, transaction etc.</p></li><li><p>
Provide seamless/ branch like experience through video banking, as an alternative and effective channel for customer servicing and problem resolution</p></li><li><p>
Identify opportunities to generate &amp; convert leads for Ujjivan products/services</p></li></ul></li><li><p>
Decide on products/services to be offered through phone banking with a focus to drive profitability and sustainability of the channel</p></li><li><p>
Ensure compliance with regulatory, audit and risk guidelines for the channel</p></li><li><div>
Manage the end to end operations of the in-bound and out-bound contact center; including selecting, onboarding and managing the vendors (for contact center technology) on an ongoing basis to drive productivity and operational efficiency</div></li></ul></div><p></p><div><div><div><ul><li><div><br>
SIZE OF THE ROLE</div></li></ul></div><div></div><div><div><br>
FINANCIAL SIZE</div><div><br>
NON-FINANCIAL SIZE</div></div><div><div><div><br>
INR 700~ crores business generation.</div><div>
Targeted customer retention, cross sell and up sell.</div><div>
Manage a portfolio of 1 lakh+ liability customers through Virtual RM platform.</div></div><div><br>
Maintain service levels for Phone &amp; Video Banking for 1.5 lakhs+ inbound/outbound calls.</div></div></div></div><p></p><div><div><div><ul><li><div><br>
KEY DUTIES &amp; RESPONSIBILITIES OF THE ROLE</div></li></ul></div><div><div><div><b><br>
Business</b></div><ul><li><p>
Reorganize and run the phone &amp; video banking channels of Ujjivan Small Finance Bank with the objective of extracting the 'power of phone &amp; video&rsquo; for delivering seamless customer experience; and identifying opportunities to grow business.</p></li><li><p>
Finalize vendors for establishing the inbound/outbound contact center for the bank; conduct periodic reviews to monitor performance, adherence to SLAs and adherence to risk framework</p></li><li><p>
Drive sales orientation amongst tele-callers; guide on leveraging every customer call for a possible cross-sell opportunity</p></li><li><p>
Achieve the overall targets for throughput (number of calls as per categories, no of sales leads, conversion rate etc.</p></li></ul></div></div></div></div></div>

Manager

Policybazaar.com

<div>
 <p>
  <strong>
   About the Job
  </strong>
 </p>
 <p>
  We are looking for a results-driven Manager &ndash; Operations Sales to lead and optimize our contact center operations. The ideal candidate will be responsible for managing day-to-day sales operations, meeting targets, enhancing customer satisfaction, and ensuring seamless execution of business objectives. This role requires strong leadership, analytical skills, and the ability to drive a high-performance sales team in a fast-paced environment.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <br/>
   Roles and Responsibilities
  </strong>
 </p>
 <p>
  :Operations &amp; Sales Management -Oversee and manage B2C Tele-Sales operations to ensure seamless execution and achievement of targets
 </p>
 <p>
  .Team Leadership &amp; Performance Management - Minimum team of 100+, Directly manage team leaders and agents, ensuring effective resource allocation and goal setting
 </p>
 <p>
  .Client &amp; Stakeholder Management- Build strong partnerships with clients by ensuring operational alignment with their expectations
 </p>
 <p>
  .Process Improvement &amp; Compliance- Identify and drive continuous improvement initiatives to optimize sales and service quality
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   .
   <br/>
   ISMS Responsibilitie
  </strong>
 </p>
 <ul>
  <li>
   s:Follow the instructions of Function Heads, operate systems on behalf of Function Heads, and serve users authorized by Function Head
  </li>
  <li>
   s;Provide technical consulting assistance to Function Heads so that information systems can be built and run to best meet business objectiv
  </li>
  <li>
   e;Ensure the safeguarding of information in their possessio
  </li>
  <li>
   n;Accepts responsibilities for the operation and protection of information assets; a
  </li>
  <li>
   ndPerform the work as delegated by the by the Function He
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   ad
   <br/>
   Desires Skills and Experien
  </strong>
 </p>
 <ul>
  <li>
   ce:Must have a telesales team size of 10
  </li>
  <li>
   0 +Must have experience in
   <strong>
    to B2C Outbou
   </strong>
   nd sales verti
  </li>
  <li>
   calExperience in Telesales or insurance sale
   <strong>
    s (Health/Life/Tra
   </strong>
   vel) is highly desirab
  </li>
  <li>
   le.Must have experience into b2c telesales for outbound sales proce
  </li>
  <li>
   ss.Prior experience in managing large sales teams in a contact center environme
  </li>
  <li>
   nt.Familiarity with CRM tools and sales analytics platfor
  </li>
  <li>
   ms.Strong leadership and team management skil
  </li>
  <li>
   ls.Proven track record in B2C sales, tele-sales, and contact center operatio
  </li>
  <li>
   ns.Ability to analyze data, solve problems, and drive performance improvemen
  </li>
  <li>
   ts.Excellent communication (verbal &amp; written) and interpersonal skil
  </li>
  <li>
   ls.High level of integrity, action orientation, and perseveran
  </li>
  <li>
   ce.Strong financial acumen and ability to manage &amp; metri
  </li>
  <li>
   cs.Ability to handle sales pressure, motivate teams, and drive resul
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   ts.
   <br/>
   What do we of
  </strong>
 </p>
 <ul>
  <li>
   fer?Opportunity to earn good incent
  </li>
  <li>
   ivesEndless growth opportu
  </li>
  <li>
   nityGMC &ndash; Group Medical Cove
  </li>
  <li>
   rageGroup Personal Accident Insur
  </li>
  <li>
   anceGrat
  </li>
  <li>
   uityWellness Programs Give back to society through
  </li>
  <li>
   CSRContinuous talent enhancement pro
  </li>
  <li>
   gramChildcare faci
  </li>
  <li>
   lityTax Saving flexi bene
  </li>
 </ul>
 <p>
  <br/>
 </p>
 fits
</div>


Operations Manager

noon

<div>
 <p>
  <strong>
   About noon
  </strong>
 </p>
 <p>
  We&rsquo;re building an ecosystem of digital products and services that power everyday life across the Middle East&mdash;fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we&rsquo;re looking for a Manager, Customer Support Contact Center Operations who can help us move even faster.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   noon&rsquo;s mission: Every door, every day.
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What you'll do:
  </strong>
 </p>
 <p>
  Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.
 </p>
 <p>
  <br/>
 </p>
 <p>
  This role will be responsible for overseeing the day-to-day operations of our multi-channel customer service center in Saudi Arabia. This pivotal role ensures that our KSA customers receive world-class support across all touchpoints (call, chat, email, social media) in line with our brand promise. Role will drive performance against key metrics (SLAs, CSAT, AHT), lead and develop a high-performing team, and implement strategic initiatives to optimize efficiency and enhance the overall e-commerce customer experience in the local market.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Responsibilities
  </strong>
 </p>
 <ul>
  <li>
   Manage 24x7 support operations across Email, Chat, and other digital channels.
  </li>
  <li>
   Drive adherence to SLAs and KPIs: CSAT, FRT, AHT, backlog, repeat contact rate, callbacks, quality, and productivity.
  </li>
  <li>
   Ensure that all customer communication, knowledge base, SOPs and self-service tools are fully localized and professionally executed in both
   <strong>
    Arabic (essential)
   </strong>
   and English.
  </li>
  <li>
   Handle high-level customer escalations, MCI and complex complaints with professionalism and final resolution.
  </li>
  <li>
   Partner with QA &amp; Training teams for performance calibration, conduct audits, monitor CSAT feedback, interaction quality and works on agent upskilling.
  </li>
  <li>
   Identify and implement automation and self-serve opportunities (AI bots, templates, macros) to drive efficiency.
  </li>
  <li>
   Regularly review agent and team performance using performance management tools; identify development areas.
  </li>
  <li>
   Ensure timely hiring, onboarding, and ramp-up of agents and team leads.
  </li>
  <li>
   Ensure workforce management adherence, manpower rostering, shift planning, breaks, and leave planning.
  </li>
  <li>
   Deliver reports and insights (daily/weekly/monthly) to CS leadership with recommendations for process improvements.
  </li>
  <li>
   Represent Voice of Customer (VoC) to drive cross-functional CX improvements.
  </li>
  <li>
   Drive team engagement through R&amp;R programs and regular skip-level connect.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What you'll need:
  </strong>
 </p>
 <ul>
  <li>
   6-8 years of hands-on experience in BPO/Contact Center operations, preferably in e-commerce or telecom companies.
  </li>
  <li>
   Proven track record in managing high-volume customer service operations in Saudi Arabia (KSA).
  </li>
  <li>
   Language: Bilingual fluency in Arabic (written and spoken) and English (written and spoken) is essential.
  </li>
  <li>
   Knowledge of CRM platforms, IVR systems, and WFM tools.
  </li>
  <li>
   Solid skills in MIS reporting, SLA governance, and process compliance
  </li>
  <li>
   Excellent conflict resolution, negotiation, and communication (written and verbal) skills
  </li>
  <li>
   Ability to work collaboratively in a fast-paced, dynamic environment.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Preferred Qualifications
  </strong>
 </p>
 <ul>
  <li>
   Experience in a regional (MENA) or international customer service environment and e-commerce background
  </li>
  <li>
   Certification in Contact Center Management
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Who will excel?
  </strong>
 </p>
 <ul>
  <li>
   We&rsquo;re looking for people with high standards, who understand that hard work matters.
  </li>
  <li>
   You need to be relentlessly resourceful and operate with a deep bias for action.
  </li>
  <li>
   We need people with the courage to be fiercely original.
  </li>
  <li>
   noon is not for everyone; readiness to adapt, pivot, and learn is essential.
  </li>
 </ul>
 <p>
 </p>
</div>


Customer Service Manager

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