Customer Service Operations Manager

About the role

CsMena is seeking an experienced Customer Service Operations Manager to lead high‑volume contact‑center activities in Riyadh. You will be responsible for day‑to‑day operational performance, team development, and continuous improvement across multiple client accounts.

Key responsibilities

• Oversee daily customer service operations to meet service level and quality targets.
• Coach, mentor and manage a team of 50+ agents and supervisors.
• Monitor KPIs such as Service Level, AHT, Utilisation, CSAT and productivity.
• Identify gaps, implement corrective actions and drive process optimisation.
• Prepare regular performance reports and present business reviews to internal and international stakeholders.
• Handle operational escalations, crisis situations and ensure compliance with client requirements.
• Support capacity planning, resource allocation and forecasting.

Required profile

• Minimum 3 years of experience managing customer service, contact‑center or BPO operations.
• Proven experience leading teams of 50+ members.
• Bachelor’s degree or higher.
• Native Arabic speaker with at least B2 English proficiency.

Required skills

• Looker
• Power BI
• Tableau
• Microsoft Excel