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Operation Manager

Cairo, Egypt
Posted 6 years ago
278Applicants for1 open position
  • 135Viewed
  • 33In Consideration
  • 88Not Selected
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Job Details

Experience Needed:
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Skills And Tools:

Job Description

  • Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients,
  • Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.
  • Coordinate analytic, strategic and technical resources to meet client expectations and insure satisfaction.
  • Manage and expand client and coworker relationships.
  • Insure compliance with regulatory agency guidelines and standards.
  • Find and close new revenue opportunities within the existing client base
  • Managing the skill based routing process as well as monitoring real time basis and take immediate action to improve SLA, utilization, adherence, etc...).
  • Contributing with the Workforce dept. in preparing a quarterly presentation analyzing the project performance results comparing to project KPIs, areas to be improved as well as business analysis and communicate it to the client.
  • Delegate the right person to handle any Job related issues.
  • Communicating the company’s purpose, core values, vision to the staff.
  • Setting tasks, responsibilities, objectives and KPIs for the team members that will help fulfilling the departmental objectives as well as the corporate objectives.
  • Setting periodical review meetings with clients

Job Requirements

+5 Years Experience as Operation Manager Contact Center (Must)

Technical Competencies

  • Clear understanding of service center and CRM packages and technology.
  • Ability to handle complaints and resolve disputes and conflict.
  • Proficient in Microsoft office.
  • Demonstrated experience in implementing customer segmentation and channel strategies to increase portfolio growth and profitability
  • Demonstrated experience with customer acquisition or retention strategies via contact center channels.
  • Sets clear and realistic goals.

Personal Skills

  • Communicates Effectively
  • Provides Effective Feedback
  • Coaching Skills
  • Relationship Management Skills
  • Planning skills
  • Self-Learner
  • Leadership skills
  • Details Oriented
  • Decision maker
  • Organized
  • Adaptable to change
  • Motivation Skills
  • Problem solving
  • Creative thinking
  • Presentation & Business writing skills
  • Negotiation Skills
  • Interviewing skills
  • Analytical skills.
  • Detail Oriented.

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