Overview
Manager – Customer Care Operations Jobs in Kuwait at stc Kuwait
Title: Manager – Customer Care Operations
Company: stc Kuwait
Location: Kuwait
stc Kuwait is actively recruiting for the role of Manager – Customer Care Operations. In this role, you will be responsible for effective and efficient management of the Customer Care Operations sub-unit, and coordinating work within the sub-unit to ensure proper work flow and realization of departmental, unit, and sub-unit goals and KPIs. You will also be responsible for managing and controlling execution of all Customer Care Operations activities in the Consumer Sector.
Roles And Responsibilities
Your responsibilities will include, but not be limited to, the following:
Contributes to the operational and budget planning for the Customer Care Department, ensuring alignment with sectoral priorities and team synergy.
Manages and controls the annual budget spend for the Customer Care Operations sub-unit, optimizing costs and monitoring deviations.
Measures performance against sectoral KPIs, providing guidance to achieve high performance standards and continuous improvement.
Ensures compliance with organizational policies, procedures, and quality standards within the Customer Care Operations unit.
Develops, reviews, and enforces operations policies, standards, and procedures across Customer Care functions, ensuring continuous improvement.
Oversees training development, quality issue resolution, and workforce management (scheduling, shift management) across Telesales, Contact Center, and Resolution.
Analyzes customer satisfaction reports, shares findings with relevant units, and collaborates with Customer Experience to drive service improvement.
Monitors goal achievement and performance management for direct reports, fostering employee engagement, feedback, coaching, and a high-performance culture.
To apply to this role, you must meet the below minimum qualifications:
Bachelor’s Degree.
Minimum 8 years of relevant Experience.
Previous Experience in Customer Care Operations.
Primary Location
Kuwait-stc Call Center
Job
Manager
Organization
80 CEO Office
Schedule
Regular
Shift
Standard
Job Type
Full-time
Job Level
Day Job
Job Posting
Apr 24, 2025, 4:58:35 AM
