
Senior Customer Service Operations Manager
1 week ago
We are seeking a seasoned Customer Experience Manager to lead and elevate our customer service operations across all touchpoints. This is a critical leadership role that drives our mission of delivering exceptional, efficient, and innovative service experiences.
The ideal candidate will have a strong background in contact center operations, customer experience metrics, CRM systems, and automation tools. They will be responsible for managing end-to-end service delivery for both consumers and merchants, leading the call center and merchant care teams, and optimizing service across digital channels.
Key Responsibilities:
- Manage day-to-day contact center activities ensuring SLA, AHT, FCR, and CSAT targets are met.
- Deploy technologies like skill-based routing, NBA (Next Best Activity), and speech analytics to optimize efficiency and experience.
- Supervise onboarding and issue resolution across multiple support channels.
- Ensure merchant support aligns with lifecycle milestones to enhance satisfaction and minimize churn.
- Lead voice-to-digital deflection strategies by enhancing chatbot, web chat, in-app, and email/SMS support.
- Scale automation and self-service to drive efficiency and reduce operational load.
- Track and report CX metrics including CSAT, NPS, AHT, FCR, and response/resolution time.
- Use insights to identify pain points and lead continuous improvement initiatives.
- Work closely with Product, Tech, and Compliance teams to feed customer insights into product and service enhancements.
- Participate in product launches, post-analysis reviews, and CX innovation cycles.
Qualifications & Experience:
- A minimum of 5 years in customer experience or contact center management.
- At least 2 years in a leadership role managing CX teams.
- Strong expertise in CRM, workforce management, and CX analytics tools.
- Proven success managing voice and digital channels (chat, email, social).
- Bachelor's degree in a relevant field.
Preferred Qualifications:
- Certification in CX (e.g., CCXP) or call center operations.
- Arabic language proficiency.
- Experience in fintech, telecom, or financial services.
- Familiarity with Oman's regulatory environment in telecom or finance.
Key Performance Indicators (KPIs):
- SLA adherence, AHT, FCR, call deflection ratio, chatbot containment, ticket resolution time.
- NPS, CSAT, app review ratings, repeat contact rate.
- Cost & Efficiency:
- Cost per contact, workforce utilization, ROI on automation.
The ideal candidate should be an Arabic speaker.
-
Customer Service Operations Lead
4 days ago
Muscat, Muscat, Oman beBee Careers Full timeAbout this roleThis leadership position is responsible for overseeing and enhancing customer service operations across various touchpoints, including end-user interactions and merchant support.The ideal candidate will manage end-to-end service delivery for both consumers and merchants, leading the call center and merchant care teams to optimize service...
-
Customer Service Supervisor
2 weeks ago
Muscat, Muscat, Oman You+Baby Studio Full timeYou+Baby Studio is expanding We're looking for a Customer Service Supervisor to ensure every client enjoys a smooth and memorable experience—from their first booking to their final photos. If you're organized, people-focused, and passionate about delivering outstanding service, we'd love to hear from youYour Role & ResponsibilitiesClient Coordination –...
-
Customer Service Assistant
2 weeks ago
Muscat, Muscat, Oman Renaissance Services Full timeRenaissance is a leading international facilities management and service solutions company listed on the Muscat Stock Exchange in Oman. We provide world-class hard and soft facilities management as well as fully integrated IFM solutions. Our commitment to safety, efficiency, green awareness, and local value sets us apart in the industry.Role DescriptionThis...
-
Customer Service Liaison
6 days ago
Muscat, Muscat, Oman beBee Careers Full timeJob Title: Customer Service LiaisonAbout the Role:This is an entry-level position ideal for those who want to learn and develop in a professional environment. We are looking for someone who is willing to grow with our organization.Key Responsibilities:- Provide support in administrative and operational activities.- Answer calls and manage correspondence.-...
-
Senior Joint Venture Operations Manager
2 weeks ago
Muscat, Muscat, Oman beBee Careers Full timeJob Title: Senior Joint Venture Operations ManagerSalary and Job Description:The Senior Joint Venture Operations Manager will oversee the day-to-day operations of a joint venture, ensuring efficient performance in compliance with contract provisions and regulations.Key Responsibilities:Implement policies and decisions made by the Board of Directors, making...
-
Senior Event Operations Manager
2 days ago
Muscat, Muscat, Oman beBee Careers Full timeJob Title: Senior Event Operations ManagerJob Summary:We are seeking a highly experienced and organized Senior Event Operations Manager to oversee the planning, development, and execution of all Meetings, Incentives, Conferences, Exhibitions (MICE), and leisure group programs in Oman. This role is crucial for delivering exceptional experiences that align...
-
Customer Service and Administration
2 weeks ago
Muscat, Muscat, Oman beBee Careers Full timeJob DescriptionThis role involves providing administrative support, delivering exceptional customer service, and contributing to team efforts. If you are a motivated and adaptable individual looking to grow professionally, this position may be ideal for you.Key Tasks:Support administrative and operational activities, ensuring smooth day-to-day...
-
Customer Service Representative
2 weeks ago
Muscat, Muscat, Oman beBee Careers Full timeCustomer Service RepresentativeWe are seeking an enthusiastic and detail-oriented individual to join our Rooms & Guest Services Operations team.This is an excellent opportunity for those looking to start their career in a fast-paced environment. We encourage motivated, eager to learn individuals to apply.Key Responsibilities:Assist with administrative and...
-
Sales and Customer Service Professional
6 days ago
Muscat, Muscat, Oman beBee Careers Full timeDeputy Store ManagerA sales-driven role that requires a high level of customer service and ability to drive sales growth in a fast-paced retail environment.About the Role:We are seeking an experienced Deputy Store Manager to join our team. The ideal candidate will have a proven track record of achieving sales targets, building strong relationships with...
-
Customer Service Supervisor
2 weeks ago
Muscat, Muscat, Oman You+Baby Studio Full timeYou+Baby Studio is expanding We're looking for a Customer Service Supervisor to ensure every client enjoys a smooth and memorable experience—from their first booking to their final photos. If you're organized, people-focused, and passionate about delivering outstanding service, we'd love to hear from youYour Role & ResponsibilitiesClient Coordination –...