Contact Center Operations Manager

About noon

We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a Contact Center Operations Manager who can help us move even faster.

noon’s mission: Every door, every day.

What you'll do:

Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.

This role is responsible for the daily management and continuous improvement of a high-volume voice- and multi-channel customer support team. This role is accountable for driving team performance, meeting critical service delivery targets, and ensuring a high-quality customer experience while managing operational costs and efficiency.

What you'll do:

• Manage 24x7 support operations across Email, Chat, and other digital channels.

• Drive adherence to SLAs and KPIs: CSAT, FRT, AHT, backlog, repeat contact rate, quality, and productivity.
• Ensure high-quality, empathetic, and timely customer interactions.
• Conduct audits, monitor CSAT feedback, and manage critical escalations.
• Partner with QA & Training teams for performance calibration and agent upskilling
• Identify and implement automation and self-serve opportunities (AI bots, templates, macros) to drive efficiency.
• Regularly review agent and team performance using performance management tools; identify development areas.
• Monitor interaction quality through random audits, CSAT surveys, and direct customer callbacks
• Establish and maintain SOPs and knowledge bases for process standardization.
• Ensure timely hiring, onboarding, and ramp-up of agents and team leads.
• Ensure workforce management adherence—manpower rostering, shift planning, breaks, and leave planning..
• Deliver reports and insights (daily/weekly/monthly) to CS leadership with recommendations for process improvements.
• Represent Voice of Customer (VoC) to drive cross-functional CX improvements.
• Drive team engagement through R&R programs and regular skip-level connect.

What you'll need:

• 6-8 years of hands-on experience in BPO/Contact Center operations, preferably in e-commerce or telecom companies.
• Proven track record in managing high-volume, multi-channel support operations.
• Experience with tools like Zoho, Freshdesk (CRM), QA and analytics etc
• Solid skills in MIS reporting, SLA governance, and process compliance
• Excellent English communication (both written, oral) and stakeholder management skills.
• Strong analytical and crisis management capabilities.
• Ability to work collaboratively in a fast-paced, dynamic environment.

Who will excel?

• We’re looking for people with high standards, who understand that hard work matters.
• You need to be relentlessly resourceful and operate with a deep bias for action.
• We need people with the courage to be fiercely original.
• noon is not for everyone; readiness to adapt, pivot, and learn is essential.