Operations Manager

Job Scope:

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.
  

Requirements

Qualifications & 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.
  

Minimum Requirements:

• 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.