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Operation Manager - CX

Riyadhحضوري
CX operations leadershipData analysisProblem-solvingProcess improvementCOPCLeanSix SigmaCommunication

وصف الوظيفة

Oversee end-to-end CX operations to ensure consistent, high-quality customer service. Ensure achievement of SLAs, KPIs, and client commitments across all channels. Manage daily operations including staffing, scheduling, productivity, and adherence. Lead, coach, and develop Team Leads, Supervisors, and CX staff. Drive a performance culture through goal setting, reviews, and corrective actions. Monitor and improve CSAT, NPS, FCR, AHT, and quality scores.

المسؤوليات

  • Oversee end-to-end CX operations
  • Ensure achievement of SLAs, KPIs, and client commitments
  • Manage daily operations including staffing and scheduling
  • Lead, coach, and develop Team Leads and Supervisors
  • Partner with Training and QA teams to address skill gaps
  • Monitor and improve CSAT, NPS, FCR, AHT, and quality scores
  • Analyze customer feedback and complaints to identify root causes
  • Lead continuous improvement initiatives using COPC, Lean, or Six Sigma principles

معلومات الوظيفة

تم النشر

٢ مارس ٢٠٢٦

الحالة

منتهية الصلاحية