Operations Team Leader

About the role

RayaCX is seeking an Operations Team Leader to oversee a team of operations specialists and ensure the smooth delivery of customer experience services. You will be responsible for daily operational oversight, performance monitoring, and continuous process improvement.

Key responsibilities

• Lead, coach, and support a team of operations specialists to achieve high productivity.
• Monitor performance metrics, provide feedback, and conduct regular evaluations.
• Design and implement processes that increase service efficiency and effectiveness.
• Collaborate with cross‑functional departments to ensure seamless client service delivery.
• Identify training needs, deliver coaching, and organize team development sessions.
• Facilitate team meetings to share updates, address challenges, and gather feedback.
• Handle customer escalations, resolving issues promptly and professionally.
• Analyze operational data to pinpoint improvement areas and execute corrective actions.
• Ensure adherence to company policies, standards, and compliance requirements.
• Stay informed on industry trends and best practices to drive operational excellence.

Required profile

• Bachelor’s degree in Business Administration, Management, or a related field.
• Minimum of 3 years’ experience in operations management or a similar role.
• Strong leadership and team‑motivation abilities.
• Excellent communication and interpersonal skills.
• Proven experience in process improvement and project management.
• Ability to manage multiple tasks in a fast‑paced environment.
• Fluent in English and Arabic.

Required skills

• Proficiency in Microsoft Office and related software.

What we offer

• Competitive salary package.
• Health insurance.
• Career development opportunities.
• Dynamic and diverse work environment.
• Continuous learning and training programs.