Customer Service Center Manager
Jeddah, Makkah Province, Saudi Arabia ・ フルタイム
最初に応募しよう
- 経験
- 5年以上
- 給料
- —
- 求人情報
- 1
- 投稿済み
- 4週間前
- 作業モード
- 在任中
- 教育
- 学士号
- 資格
- Professionals with the required education and a background in contact center/customer service center management, including people who have handled supervisory or managerial responsibilities and worked with COPC standards.
- 再開する
- 応募必須
勤務地
仕事内容
About the company
Founded in 2004, 2P has built a strong reputation in Saudi Arabia’s ICT sector by delivering integrated technology services that help organizations speed up digital transformation and work more efficiently. The company operates with a focus on innovation, service quality, and end-to-end support through its specialized business units and deep market know-how. It seeks professionals who want to contribute meaningfully and grow in an energetic, future-focused workplace.
Role overview
The Customer Service Center Manager will be accountable for running customer service center operations, maintaining strong service standards, improving the customer journey, meeting operational performance targets, and driving ongoing improvements aligned with established best practices and COPC standards.
Key responsibilities
- Oversee the day-to-day functioning of the customer service center.
- Deliver on service quality, customer experience, and operational KPI targets.
- Create and execute strategic and operational plans that raise customer satisfaction.
- Review performance metrics, spot opportunities for improvement, and track corrective actions through completion.
- Build and update policies, procedures, and process documentation for operations.
- Align customer service processes with industry best practices and COPC standards.
- Coach, guide, and inspire team members to improve productivity and service delivery.
- Develop reports, presentations, and actionable recommendations for senior leadership.
- Champion continuous improvement efforts to strengthen operational effectiveness.
Requirements
- A bachelor’s degree in Business Administration, Public Administration, or a similar field.
- At least 5 years of experience handling contact center or customer service center operations.
- A minimum of 2 years in a supervisory or managerial capacity.
- Demonstrated background in operations management, quality performance, and customer experience improvement.
- Solid understanding of contact center KPIs, quality benchmarks, and customer experience practices.
- Working knowledge of COPC standards and implementation practices is mandatory.
- COPC certification or hands-on experience applying COPC standards is an advantage.
- Strong ability in leadership, communication, analysis, and decision-making.
- Comfortable using Microsoft Office and reporting or data analysis tools.
Additional information
This is a full-time, onsite position based in Jeddah, Makkah, Saudi Arabia. No salary, opening count, start date, or application deadline was specified in the source.