Call Center Site Director
TEMPO -
New Cairo, CairoPosted 3 years ago151Applicants for1 open position
- 54Viewed
- 9In Consideration
- 123Not Selected
Job Details
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Job Description
- Be responsible for the Operations leadership of the team and delivery of overall operational metrics.
- Execute a well-defined Communication and Engagement model to ensure all of the teams understand the performance of our business and also that they understand the needs of their teams
- Manage and develop the operational client relationships by conducting (where appropriate) operational review meetings and day to day ops liaison within key workstream
- Identify and highlight further opportunities for services and process improvements
- Review and follow up on daily Ops Manager reports
- Promote a healthy work environment with honesty, integrity, and respect for all employees
- Review program audits and develop game plans with Ops Mgrs to solve center concerns
- Participates in and monitors selection process for OM’s and TL’s
- Conducts focus groups with representation of all departmental and functional groups aimed at improving overall operations at center
Job Requirements
- BA/BS in business, marketing, communications, retail management, related degree or equivalent work experience
- Comprehensive experience in teleservices operations environment, minimum of 5 years in Operations Management
- Excellent interpersonal, written and oral English communications and organizational skills
- Ability to communicate across functional lines. Strong conflict resolution skills
- Project management skills with ability to manage numerous programs
- Flexibility and versatility in problem analysis and resolution
- Advanced experience working with Kustomer (or similar helpdesk software), UJET, Slack, G Suite, Excel preferred
- Excellent leadership, people management, communication and influencing skills at a senior level
- Ability to demonstrate achievement of results e.g. business improvements, cost savings, revenue generation
- Natural problem solver with strong analytical and critical thinking skills
