Arabic Operations Manager

About the role

The Arabic Operations Manager leads a premium voice support team that delivers white‑glove service to high‑value, Arabic‑speaking customers. The role combines deep contact‑center expertise with a passion for providing fast, personalized, and high‑quality resolutions.

Key responsibilities

• Lead daily operations of the premium voice support team, ensuring excellence in customer handling, issue resolution, and service quality.
• Maintain consistent white‑glove treatment that meets the high standards of premium customers.
• Monitor KPIs such as First Call Resolution, Customer Satisfaction, Net Promoter Score, and Call Handling Time while preserving a personalized experience.
• Coach, develop, and empower team leaders and agents to handle sensitive and complex issues with empathy, urgency, and ownership.
• Act as an escalation point for complex premium interactions and collaborate with cross‑functional teams (product, legal, tech support) to resolve issues swiftly.
• Review call quality, identify training needs, and partner with Quality and L&D teams to drive skill improvements aligned with premium service expectations.
• Analyze feedback to identify customer pain points and advocate for systemic improvements affecting high‑value customers.
• Report on team performance, customer trends, and innovation opportunities to senior leadership.

Required profile

• Delivering Results & Fostering Ownership – drive business results and higher performance levels.
• Leading Teams – build, enable, and inspire effective teams, creating momentum toward common goals.
• Building Customer Value – gain insights into customer experience, anticipate needs, and maintain productive relationships.
• Shaping Strategy – interpret complex data and trends to influence business direction.
• Driving Change – recognize the need for change, stay flexible, and adapt positively to new situations.
• Networking & Influencing Collaboratively – develop rapport across diverse groups and proactively influence initiatives.

Required skills