Head Of Operations- French Speaker

Majorel Egypt - Alexandria

34
Applicants for
1 open position
32
Viewed
4
In Consideration
26
Not Selected
Experience Needed:
More than 7 years
Career Level:
Manager
Job Type:
Full Time
Salary:
Confidential
Languages:
English, Arabic
Vacancies:
1 open position
About the Job
  • Cascade company objectives & strategic goals to senior supervisors to ensure client satisfaction.
  • Manage senior Supervisors (KPIs, schedule, salaries, motivation, etc…) and follow-up the action plans on the Account level.
  • Prepare and present Account’s performance and BSC objectives on a Quarterly basis to Management, develop and implement action plans.
  • Meet with the Operations Senior Supervisors on a regular basis to brief them about their performance and collect their feedback.
  • Ensure that all employees are well aware of all standard procedures, policies.
  • Ensures all client’s KPI’s are met by the ongoing improvement of performance through proper quality assurance management.
  • Provide effective and efficient results to meet clients’ needs and capitalize on new opportunities to expand the business scope.
  • Manage the projects Profit & Loss also ensure that they are achieving the target.
  • Meets clients on a regular basis and review projects performance.
  • Perform Senior Supervisor interviews and communicate with the recruitment team.
  • Follow-up on the staff development plan.
  • Contribute with related stakeholders in preparing Quarter Business Review, analyzing the project performance results comparing to project KPIs, areas to be improved as well as business analysis and communicate them to the client.
  • Communicate with the supporting functions in account-related issues.
  • Review & auditing on clients’ invoices.
  • Managing Account P&L and participate in improving profitability by enhancing cost-efficiency.
  • Prepare the annual budget.
Job Requirements

Essential Qualification

  • Bachelor’s Degree.
  • Must be Fluent in French.
  • Level of English: Excellent.

Indicative Certifications & Training

  • One year of experience as Head of Operations.
  • Six sigma black belt certified is a plus.
  • Indicative Years of Experience
  • 7+ years of work experience in a call center industry “ minimum year in the same field”.
  • A clear understanding of the service center and CRM packages and technology.
  • Ability to set the annual budget.
  • Ability to handle complaints and resolve disputes and conflict.
  • Proficient in Microsoft office.
  • Sets clear and realistic goals.
  • Demonstrated experience in implementing customer segmentation and channel strategies to increase profitability.
  • Provides Effective Feedback.
  • Coaching Skills.
  • Relationship Management Skills.
  • Planning skills.
  • Self-Learner.
  • Leadership skills.
  • Details Oriented.
  • Decision maker.
  • Organized.
  • Adaptable to change.
  • Motivation Skills.
  • Verbal and written communication skills.
  • Problem solving.
  • Creative thinking
  • Presentation & Business writing skills.
  • Negotiation Skills.
  • Interviewing skills.
  • Analytical skills.
About this Company

We serve customers across the world through our 50,000 employees based in 29 countries in Europe, the Middle East, Africa, the Americas and Asia in 36 languages. We support your customers at any time, through every device and in the manner they expect of their brands. We speak... (More)

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