<span lang="IN">The telecommunication industry is one of the most competitive and fastest-growing markets globally. The need for organizational agility nowadays is essential for the organization to stay competitive. Providing excellent customer experience is crucial to winning the competition. The Service Operation Center (SOC) in Ooredoo Qatar realizes it and plays an important role in increasing customer satisfaction as its operation runs for 24 hours to handle customer complaints and monitor the network/service. This study aims to assess the organizational agility maturity level of the SOC. Then, identify the gaps from the assessment result towards the organization's direction to achieve excellence in customer experience. The study adopted a mixed research methodology through the survey and interviews. According to the survey, the organizational agility maturity level of the SOC department is <em><span>Agility Transition</span></em>. However, some agility practices need to be improved in the workforce capabilities. Therefore, Organizational Learning (OL), Knowledge Management (KM), and Vertical Job Loading are proposed to develop an agile workforce. It is expected to increase workforce agility, subsequently increasing organizational agility.</span>