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About 2P

Since 2004, 2P has been a leader in Saudi Arabia’s ICT landscape, delivering integrated technology solutions that help organizations accelerate digital transformation and improve operational efficiency. With a strong foundation in innovation and service excellence, 2P continues to provide end-to-end solutions through its specialized business units and trusted market expertise. We are always looking to connect with talented professionals who are passionate about making an impact and growing within a dynamic, forward-looking environment.

Customer Service Center Manager

This role is responsible for managing and overseeing customer service center operations, ensuring high service quality, improving customer experience, achieving operational KPIs, and leading continuous improvement initiatives in line with best practices and COPC standards

Key Responsibilities:

• Manage the 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 improve customer satisfaction.
• Analyze performance indicators, identify improvement opportunities, and follow up on corrective action plans.
• Develop and maintain operational policies, procedures, and process documentation.
• Standardize customer service practices in line with best practices and COPC standards.
• Lead, coach, and motivate teams to enhance performance and service quality.
• Prepare management reports, presentations, and recommendations for senior management.
• Drive continuous improvement initiatives to enhance operational efficiency.

Requirements:

• Bachelor’s degree in Business Administration, Public Administration, or equivalent.
• Minimum 5 years of experience in managing contact centers or customer service centers.
• At least 2 years of experience in a supervisory or managerial role.
• Proven experience in operations management, quality performance, and customer experience.
• Strong knowledge of contact center KPIs, quality standards, and customer experience practices.
• Knowledge of COPC standards and practices is required.
• COPC certification or practical experience in applying COPC standards is preferred.
• Strong leadership, communication, analytical, and decision-making skills.
• Proficiency in Microsoft Office and reporting/data analysis tools.