Contact Center Operations Manager

IBM Middle East

Riyadh, Saudi Arabia

Ref: RP805-1535

Job description / Role

Employment: Full Time

Introduction

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities

Role and Responsibilities

- You will work on client engagements / contracts supporting Customer Service Operations across channels (phone, chat, messaging, social media etc.).
- Coordinate with Customer Service Operations leadership on capacity planning and resource mobilization.
- Responsible for service delivery including driving all process parameters 'critical to quality' for process delivery
- Coordinate with operations team to drive process performance by ensuring improvement opportunities identified are tracked and implemented.
- Identify process improvement opportunities working with operations team and collaborate with process re-engineering team to prioritize and implement them.
- Responsible to achieve transformation at a high level of change management experience, including challenging, inspiring and leading the team
- Assist management with career development activities for team members, team leaders and managers, including performance management, feedback, and training.

Requirements

Professional and Technical Expertise

- Experience in Contact Center Operations in Travel and Transportation industry.
- Proven experience driving transformation of customer service operations.
- Exposure to process quality management techniques and methodologies like lean / six-sigma.
- Good understanding of Genesys technology stack.
- Ability to influence people internal/external customers
- Any graduate / preferably post graduate
- Good communication skills with fluency in Arabic and English.
- Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work
- Intuitive individual with an ability to manage change and proven time management

About the Company

For more than six decades, IBM Middle East & Pakistan has played a vital role in shaping the information technology landscape of the region. Today, IBM is part of the region's technological fabric, solving real-world business and societal challenges, through its offices in UAE, Saudi Arabia, Qatar, Kuwait and Pakistan, and also a diversity of centers across the region.

Within the region, IBM currently has groundbreaking initiatives in cloud computing, analytics, mobile, security, as well as nanotechnology, eGovernment, healthcare and many more, collaborating with leading educational institutes and governments. IBM supports hundreds of clients to drive transformation through technology, contributes to regional research & development programs and has an active Corporate Service Corps (CSC) program.

Reinvention is a keyword in the company's history and, today, IBM is much more than a "hardware, software, services" company. IBM is now emerging as a cognitive solutions and cloud platform company.

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Operations Manager salaries in Saudi Arabia

Average monthly compensation
SAR 19,500

Breakdown available for industries, cities and years of experience