Customer Experience Operations Manager at ReThink HR | Torre
Customer Experience Operations Manager
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ReThink HR

Customer Experience Operations Manager

ReThink HR
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Full-time

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King Abdullah Road, Riyadh Saudi Arabia
Posted over 1 year ago

Responsibilities

Job Description: Title: CX Projects Operations Director Reporting: CEO. Note: Candidate must not be a Saudi national. Description: The CX Projects Operations Director oversees all operational aspects of the company’s projects as a BPO company. He/She helps set strategic goals and is responsible for the smooth flow of operations. Responsibilities: - Build the plans and strategies of the CX operations. - Provide the CX services based on BPO concept. - Analyze and understand client requirements, and participate in building proposals submitted to customers. - Coordinate with third-party companies to provide services if needed. - Manage client accounts and take care of growing their business with Terhab. - Participate in meetings with clients if needed. - Responsible for achieving the KPIs, SLAs and targets of the projects. - Develop and execute improvements. - Manage the best utilization of the resources in the projects. - Finding technological solutions to business requirements. - Sourcing and implementing new business technology. - Making sure of the high availability and scalability of Terhab infrastructure in coordination with IT. - Direct and oversee operations staff to ensure that they are motivated and trained to carry out their responsibilities to the required standard. - Develop and implement policies and procedures to ensure that core operational functions achieve their business objectives. - Develop and control operational budgets to promote profitability and ensure the company has all the resources required to meet its objectives within agreed financial parameters. - Develop all necessary policies and procedures to ensure safe and healthy working environments across all company locations. - Maintain working relationships with all other directors to ensure effective coordination of all company activities in support of corporate objectives. - Evaluate overall company performance by gathering, analyzing and interpreting data and metrics. - Act as the company’s main adviser on all issues relating to operational functions and keep abreast of latest developments to ensure that the company maintains its competitive position. - Manage and support the customer success managers in their projects. Must Have: - Minimum ten (10) years of experience in customer experience and contact center BPO operations. - Excellent knowledge in contact center operations management, front offices and back offices. - Experience in managing multiple projects of contact centers containing more than 500 employees. - Proven experience as a CX/contact center operations director in BPO companies. Qualifications & Skills: - Degree in computer engineering, business administration, or MBA. - Analytical skills to evaluate data and performance/operation metrics. - Excellent inter-personal and negotiating skills. - Excellent organizational and leadership abilities. - Excellent time management skills. - Excellent decision-making skills.
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