Operations Manager

Description:

CsMena is seeking an experienced Operations Manager to lead high-volume customer service operations, drive performance standards, and build high-performing teams in Riyadh.

Key Responsibilities:

Lead and manage daily customer service and BPO operations, overseeing a team of 15+ frontline agents and team leads.

Monitor, analyze, and drive core operational KPIs, including Service Level (SL), Average Handling Time (AHT), Utilization (UT), CSAT, and Quality scores.

Utilize advanced Excel and data visualization tools (Power BI, Tableau, Looker) to analyze operational trends and improve service delivery.

Implement process improvement strategies (Lean / Six Sigma) to streamline workflows and enhance customer satisfaction.

Handle operational crisis management, resolve complex escalations, and manage relationships with local and international stakeholders.

Requirements & Qualifications:

Education: Bachelor’s degree or above in Business, Management, or a related discipline.

Experience: Minimum 3+ years of experience managing BPO or customer service operations.

Domain Focus: Strong background in high-volume B2C sectors (e-commerce, food delivery, internet services, fintech, or tech platforms).

Analytics: Advanced Excel skills combined with hands-on experience using Power BI, Tableau, or Looker.

Languages: Native Arabic speaker with B2+ proficiency in English.

Market & Cultural Context: Deep familiarity with Saudi and GCC consumer expectations; experience working within international or Chinese corporate environments is highly preferred.