Operations Manager
Posted Updated
Job Scope:
Plan, organize, control and implement call center strategies and operations; improving systems and processes; and
managing staff.
Main Responsibilities:
RequirementsQualifications & Skills:
Plan, organize, control and implement call center strategies and operations; improving systems and processes; and
managing staff.
Main Responsibilities:
- Responsible for the daily running and management of the center through the effective use of resources.
- Setting and meeting performance targets for speed, efficiency, sales and quality.
- Develop with the HR, performance evaluation schemes, motivate and retain them by coordinating bonus, reward and
- incentive schemes.
- Drive operations and mentor Team Leaders and supervisors and improvise on their growth plans.
- Review Operational Metrics, Monitor statistics, and performance levels of the center.
- Ensure that all staff members are following the center's regulations and procedures.
- Provide coaching and leadership to team leaders and supervisors.
- Develop and implement international standards and best practice.
- Communicate with supervisors on a daily basis.
- Collaborate with client to manage attrition.
- Responsible for Attrition and account performance.
RequirementsQualifications & Skills:
- Very strong team leadership and motivation.
- Time management skills.
- Handle problems quickly and efficiently.
- Depth knowledge in contact center KPI.
- Microsoft office (Microsoft Word, excel, Outlook and PowerPoint).
- Team spirit, an outspoken team player.
- Ability to work with numbers and very hands on resource with excellent people management and motivation skills.
- Ability to work under pressure.
- Patience.
- Strong verbal and written communication skills in both Arabic and English Language.
- Master /Bachelor's degree in Marketing or any majors related to such position.
- Customer Relation Management ,PMP Certificate, Operations Management Training, or any other training will be a strong plus.
- 7+ years of experience.