Customer Service Center Manager

About the role

2P, a leading ICT solutions provider in Saudi Arabia, is seeking a Customer Service Center Manager to lead its customer service operations. The role focuses on delivering high‑quality service, improving the customer experience, and meeting key performance indicators.

Key responsibilities

• Manage daily operations of the customer service center.
• Ensure achievement of service quality, customer experience, and operational KPIs.
• Develop and implement strategic and operational plans to boost customer satisfaction.
• Analyze performance data, identify improvement opportunities, and oversee corrective actions.
• Maintain and standardize operational policies, procedures, and documentation in line with COPC standards.
• Lead, coach, and motivate teams to enhance performance and service quality.
• Prepare management reports, presentations, and recommendations for senior leadership.
• Drive continuous improvement initiatives to increase operational efficiency.

Required profile

• Bachelor’s degree in Business Administration, Public Administration, or a related field.
• Minimum 5 years of experience managing contact or customer service centers.
• At least 2 years in a supervisory or managerial role.
• Proven track record in operations management, quality performance, and customer experience.
• Strong knowledge of contact‑center KPIs, quality standards, and COPC practices (certification preferred).
• Excellent leadership, communication, analytical, and decision‑making abilities.

Required skills

• Proficiency in Microsoft Office.
• Experience with reporting and data‑analysis tools.